A leading provider of customer experience solutions is seeking a talented and experienced Senior Operations Manager to oversee the smooth and efficient running of our Cebu-based contact centre operations. As a key member of the management team, you will be responsible for driving operational excellence, ensuring exceptional customer service, and leading a team of dedicated professionals. This is a full-time, on-site role based in Cebu Central Visayas.
What you'll be doing
- Oversee the day-to-day operations of the contact centre, including workforce planning, resource allocation, and performance management
- Develop and implement strategies to improve operational efficiency, productivity, and customer satisfaction
- Lead and motivate a team of team leaders, supervisors, and agents, providing coaching, training, and support
- Collaborate with other departments, such as Quality Assurance and Training, to ensure consistent service delivery
- Monitor and analyse key performance indicators, identifying areas for improvement and implementing corrective actions
- Ensure compliance with relevant policies, procedures, and industry regulations
- Foster a positive and engaged work environment that promotes employee well-being and professional development
What we're looking for
- Minimum 5 years of experience in a senior operations or contact centre management role
- Proven track record of leading and developing high-performing teams in a fast-paced, customer-centric environment
- Excellent problem-solving, decision-making, and conflict resolution skills
- Strong understanding of contact centre operations, including workforce management, quality assurance, and performance management
- Proficient in data analysis and reporting, with the ability to use insights to drive continuous improvement
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams
- Familiarity with relevant industry regulations and best practices
