Operations Manager

Join our Awesome CX by Transcom Family as a Operations Manager

Awesome CX by Transcom is looking for talented individuals like you to join our awesome team! Be a Operations Manager for our Awesome CX by Transcom Davao site. This role is responsible for the profit and growth of his/her business area through employee performance management, service delivery and client interaction.

Responsibilities:

The position requires effective leadership and business execution for the following key focus areas. Additional responsibilities may be added as the needs of the business change and expand:

Profit and Growth

• Deliver accurate data to produce the forecast
• Develop realistic budgets
• Ensure consistent financial follow-up

People

• Define needs for Team Leader recruitment in conjunction with HR
• Be in charge of Team Leader development and support, and define
• Team Leader training needs
• Set and follow up on quality and quantity targets for theallocated Clients/projects
• Promote teamwork
• Ensure that employee satisfaction is high and attrition is low within the allocated production unit
• Develop and maintain effective performance management
• Lead by example
• Maintains a sound plan of corporate organization
• Work with Human Resources to establish policies that will insure adequate management development and to provide for management succession

Business

• Have a deep understanding of the price structure and the profitability goals of the company
• Ensure that price structures are communicated and understood by every member of his/her business unit
• Proactively respond to variances in targets and service levels
• Prepare and/or support preparation for commercial negotiations
• Ensure that profitability is calculated accurately prior to agreement and all costs (including capital investments) are accounted for
• Plan and implement expansions to current business
• Plan for and implement new businesses
• Drive negotiations toward agreement ensuring company risks and profit objectives are covered at all times
• Ensure that revenue streams cover committed costs wherever possible
• Ensures a continued positive relationship with the client by building a bridge to the client and evaluating the opportunities for growth
• Grow revenue from existing clients and participants in securing new business as well as facilitate internal & client business reviews
• Ensure clients satisfaction through continuous business improvements
• Seek to increase client revenue and develop a partnership
• Strategic alliance with client's marketing strategy, knowledge ability of clients culture, legislation regulations, and market trends

Culture

• Proactively promote the Company's Vision objectives
• Ensure that the company's standard procedures are implemented and complied with at all times within his/her business area
• Create an open and energetic culture within his/her business unit
• Ensure that objectives are set for every member of his/her business area and production unit in line with the company and business objectives
• Ensure a high level of morale and a sense of loyalty to the company in each individual
• Provide feedback to Corporate Governance on ideas for improving standards and processes

Process and Integrity

• Continuously review procedures and implement improvements implement company standard practices
• Ensure that demand forecasting is as accurate as possible and that resources deployed match demand effectively
• Promote synergistic teamwork with the Business Support Team ensuring that all data is accurate and completed on time communication
• Attend internal meetings with other staff of the contact center
• Directly responsible for all communication with and support of Team Leaders
• Pursue communication with Clients that have been allocated to the Operations Manager's responsibility

What we are looking for:

To be successful in this role you must...

• Proven 2 years+ leadership experience as Operations Manager in BPO or customer experience operations
• Strong analytical, strategic planning, and team management skills
• Excellent communication and decision-making abilities
• Experience in managing vendor partnerships and client relationships to ensure service delivery excellence