Senior Operations Manager

Senior Operations Manager

We are looking for talented individuals like you to join our team! Be a Senior Operations Manager for our Davao site. This role will focus on the profit and growth of his/her business area through employee performance management, service delivery and client interaction, and requires effective leadership and business execution.

• Attend internal meetings with other staff of the contact center
• Pursue communication with Clients that have been allocated to the Operations Manager’s responsibility
• 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 the allocated Clients/projects
• Ensure that employee satisfaction is high and attrition is low within the allocated production unit
• Develop and maintain effective performance management
• Work with Human Resources to establish policies that will insure adequate management
• Have a deep understanding of the price structure and the profitability goals of the company
• Ensure clients satisfaction through continuous business improvements

What we are looking for:

• Proven leadership experience as Senior 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