Senior Operations Manager
Xtendops Cebu Full-time
As a Senior Operations Manager for the CSR account, you will be responsible for overseeing day-to-day operations, driving performance metrics, ensuring client satisfaction, and leading a team of operations managers, team leaders, and customer service agents.
You will serve as the main point of contact between the client and internal stakeholders to ensure that service delivery exceeds expectations and that business goals are met.
Key Responsibilities:
- Lead and manage a large-scale CSR account with multiple teams and support units.
- Ensure KPIs, SLAs, and client expectations are consistently met or exceeded.
- Collaborate with internal departments (HR, Training, QA, IT) to ensure operational readiness.
- Develop strategic plans to improve service delivery, employee engagement, and client satisfaction.
- Provide regular performance reports, business reviews, and actionable insights to clients and senior leadership.
- Analyze trends and implement process improvements to enhance efficiency and service quality.
- Lead, coach, and mentor Operations Managers and Team Leaders to foster professional development and succession planning.
- Handle escalations, manage risks, and implement corrective actions as needed.
- Oversee staffing requirements, forecasting, and capacity planning in coordination with Workforce Management. • Foster a culture of high performance, accountability, and continuous improvement. Job Qualifications:
- Bachelor’s degree in Business Administration, Management, Communications, or related field (Master’s degree is a plus).
- Minimum of 7-10 years of BPO experience, with at least 3-5 years in a Senior Operations Manager or equivalent leadership role handling CSR or voice-based accounts.
- Proven experience managing large teams (200+ FTEs) across multiple lines of business or client portfolios.
- Strong understanding of contact center operations, customer service metrics, and performance management.
- Excellent leadership, organizational, and interpersonal skills.
- Strong client management and communication abilities.
- Proficient in data analysis, reporting tools, and MS Office (Excel, PowerPoint).
- Ability to work flexible hours and adapt to changing client needs. • Six Sigma, Lean, or PMP certifications (preferred but not required)
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