The Operations Manager will lead a team of Call Center Supervisors by providing them with direction, support and career development. The position is responsible for improving customer satisfaction and the productivity and performance of Customer Service Representatives. The Operations Manager will also improve team member satisfaction resulting in the retention of Call Center Supervisors and Customer Service Representatives.
( Clark, Pampanga Site)
EXPERIENCE:
- Minimum of 5-8 years call center experience required, with at least 3-5 years at the manager level
- 2-3 years directly managing call center supervisors
- Proven and demonstrable leadership, management, and motivational skills
- Non-negotiable experience with Sales ( Telco preferred ), call center technology, including ACD, workforce management agent productivity tools, and quality management tools.
- Proficiency using MS office suite
Role Overview:
- Drive high performance standards comparable to an Senior Operations Manager (SOM) level
- Lead a specific, strategic, and data-driven approach to performance management
- Make decisions based on analytics and insights, not gut feel
Performance & KPI Management:
- Take immediate and targeted actions when KPIs are not met during mid-shift
- Demonstrate strong interval management and real-time floor control
- Develop and execute monthly action plans if targets are missed
- Balance preventive actions, accountability, and discipline management
Collaboration & Execution:
- Proactively partner with Quality Assurance (QA) and Training teams to identify floor gaps
- Focus on preventive solutions rather than reactive fixes
- Effectively manage and resolve a high volume of escalations
Sales Leadership:
- Lead within a hardcore sales environment
- Provide strategic sales leadership (less call listening, more high-level execution)
- Upselling is low priority
- Strong sales experience required; SOM experience is a plus but not required
What We're Looking For
- Strong strategic mindset with hands-on execution
- Excellent data interpretation and decision-making skills
- Confident leader who can manage performance, people, and pressure
