Operations Manager Operations Manager Mall of Asia Complex, PH, 1300 22 Aug 2025 - Roxas
About Us
At TSA Group, we design and deliver contact centre solutions for some of the world’s leading brands. We create experiences that people love, by revolutionising the way they connect with brands. Our work spans multiple industries, including telco, logistics, insurance, automotive, travel, and government.With over 5,000 dedicated professionals across Australia, New Zealand, and the Philippines, we ensure that every interaction is meaningful and impactful.
We have a team of talented technology experts and customer experience consultants that work hand in hand to create this seamless and genuinely enjoyable customer journey. Our technology experts build the tech that enables our clients to deliver great experiences for their customers, and our consultants work to provide a tailored and considered approach to customer service and sales.
Company Description
TSA is an Australian-owned business specializing in helping companies acquire, retain and grow their consumer customer bases. We represent some of the country's largest brands, across eight call centres in Australia and internationally.
We’re a purpose driven business and our mission is clear. We endeavor to create experiences that people love, by revolutionizing the way they connect and communicate with brands.
Job Responsibilities
The Operations Manager (OM) is a critical leader of leaders within TSA’s Customer Engagement Centre. They motivate, inspire and engage their team of Team Leaders (TL) to ensure each team is able to deliver the required performance and outcomes as defined by TSA and our client.
The OM will be responsible for the Intraday performance management across the Sales & Service teams; Team leadership, coaching, development and engagement; Operational Excellence; and Customer Advocacy centre results.
The OM also contributes strategically by collaborating with the Senior Operations Manager to improve operational efficiency and expertise to exceed both TSA and Client objectives for the program.
Qualifications- To maintain the quality and consistency of our hiring standards, all applicants for this role must have achieved a passing BSC and UPA for the past 3 months.
- Must have impeccable attendance
- Must be regularized in current position
- Proven leadership experience
- Demonstrated capability in managing contact centre teams, specialising in Inbound/Outbound voice solutions
- Minimum 2 years’ direct management experience in the BPO industry
- Proven track record in building and maintaining a positive, inclusive and professional ‘best practice’ sales and service culture across teams
- Demonstrated ability to build, lead, coach, develop & inspire a team to provide growth
- Ability to build effective relationships with key internal & external stakeholders
- Ability to plan, execute and deliver results
- Able to provide direction on conflicting agendas, priorities, and ambiguities to resolve complex situations, whilst maintaining a calm environment and remaining in control
- No record of uncleansed written warning on file in the past 3 months
- No record of uncleansed suspension/ Final Written Warning in the past 12 months
Additional Information
Not eligible for employees who have:
- Applied for the same position in the last 3 months (includes incomplete applications and expired assessments)
- Withdrawn applications in the last 3 months.
Want to know more? Check out our social media pages:
Website: https://tsagroup.com.au/Instagram: tsa_group_
LinkedIn: https://www.linkedin.com/company/tsa-group-australia/
TSA Group is an equal opportunity employer. We celebrate diversity and are dedicated to creating an inclusive environment for all employees and building a workforce that reflects the diverse communities we serve. We provide equal opportunities to all, regardless of gender identity, ethnicity, disability, sexual orientation, or life stage.Join us and be part of a team that values and respects every individual's unique contributions.
Stay vigilant against fraudulent job offers. We never ask for financial details during our recruitment process and legitimate communication will come from official TSA Group email addresses (e.g. @tsagroup.com.au). Your safety matters. If you receive a suspicious job offer, do not respond and report it to [email protected].
TSA Group is an equal opportunity employer. We celebrate diversity and are dedicated to creating an inclusive environment for all employees and building a workforce that reflects the diverse communities we serve. We provide equal opportunities to all, regardless of gender identity, ethnicity, disability, sexual orientation, or life stage.Join us and be part of a team that values and respects every individual's unique contributions.
Stay vigilant against fraudulent job offers. We never ask for financial details during our recruitment process and legitimate communication will come from official TSA Group email addresses (e.g. @tsagroup.com.au). Your safety matters. If you receive a suspicious job offer, do not respond and report it to [email protected].