Sr Operations Manager - Quezon City

This is accomplished through proactive management of operations teams and active coordination with various support teams. The Senior Operations Manager is also responsible for adhering to and continually improving processes and procedures across all client, account, and program activities, thereby consistently enhancing individual, team, and program metrics.

• Oversees profitability and operations of large client programs, ensuring KPI attainment and maintaining staffing ratios.
• Upholds company policies, drives adherence, and ensures recognition and rewards for high-performing team members.
• Conducts performance management activities, coordinates with internal support, and may assume an AGM role with full P&L responsibility in the Director of Operations' absence.
• Provides strategic direction for program growth, process improvements, profitability, and new business opportunities, while maintaining strong client relationships as the primary interface.
• Manages budgets and costs efficiently, monitors expenses, maintains high team morale and productivity, and provides leadership, mentoring, and coaching to direct reports and the team.

Qualifications:

• Education & Experience: Bachelor's degree (preferably in Business or Business Management) with 3-5 years of managerial experience in Call Center Operations, Customer Service, BPO, or Telecommunications.
• Leadership & Management: Strong skills in client relations, leadership, people management, and project management.
• Communication & Organization: Excellent verbal and written English communication, planning, organizing, and coordination skills.
• Adaptability & Independence: Strategic thinker who is adaptive to changing schedules and operates with minimal supervision.
• Key Competencies: Possesses active listening, customer orientation, time management, multitasking, attention to detail, analytical, problem-solving, decision-making, and presentation skills.