The Operations Manager oversees the daily operations of the business to ensure efficiency, quality, and achievement of performance goals. This role involves managing teams, optimizing processes, and aligning operations with company objectives. The Operations Manager is responsible for driving productivity, resolving operational challenges, and fostering a culture of excellence and collaboration.
Responsibilities
Lead and manage supervisors and team leads, ensuring alignment with organizational objectives.
Conduct regular team meetings, providing updates on performance goals, operational plans, and company directives.
Mentor and develop team members to ensure professional growth and succession planning.
Oversee day-to-day operations, ensuring adherence to established workflows and protocols.
Monitor performance metrics, including productivity, quality, and customer satisfaction, to meet service level agreements (SLAs).
Collaborate with other departments (e.g., HR, IT, Quality Assurance) to address operational challenges and improve efficiency.
Develop and implement policies and procedures to enhance operational effectiveness.
Analyze operational data to identify trends, gaps, and opportunities for improvement.
Lead and manage supervisors and team leads, ensuring alignment with organizational objectives.
Conduct regular team meetings, providing updates on performance goals, operational plans, and company directives.
Mentor and develop team members to ensure professional growth and succession planning.
Oversee day-to-day operations, ensuring adherence to established workflows and protocols.
Monitor performance metrics, including productivity, quality, and customer satisfaction, to meet service level agreements (SLAs).
Collaborate with other departments (e.g., HR, IT, Quality Assurance) to address operational challenges and improve efficiency.
Develop and implement policies and procedures to enhance operational effectiveness.
Analyze operational data to identify trends, gaps, and opportunities for improvement.
Provide regular updates and reports to the Operations Director on performance and key metrics.
Monitor and manage operational budgets, ensuring cost control and efficient use of resources.
Provide regular updates and reports to the Operations Director on performance and key metrics.
Monitor and manage operational budgets, ensuring cost control and efficient use of resources.
Skills & Qualifications
Strong understanding of operational processes, metrics, and KPIs in a call center or high-volume environment.
Proven leadership skills with the ability to manage and inspire teams at all levels.
Excellent problem-solving and decision-making abilities.
Strong interpersonal and communication skills for client and stakeholder interactions.
Strategic mindset with a focus on long-term operational goals.
Ability to manage budgets and control costs effectively.
High attention to detail and organizational skills.
Strong conflict-resolution skills to address employee and client issues.
Strong understanding of operational processes, metrics, and KPIs in a call center or high-volume environment.
Proven leadership skills with the ability to manage and inspire teams at all levels.
Excellent problem-solving and decision-making abilities.
Strong interpersonal and communication skills for client and stakeholder interactions.
Strategic mindset with a focus on long-term operational goals.
Ability to manage budgets and control costs effectively.
High attention to detail and organizational skills.
Strong conflict-resolution skills to address employee and client issues.
Ability to manage multiple priorities in a fast-paced environment.
Ability to manage multiple priorities in a fast-paced environment.
Education & Experience
Minimum of 5 years of experience in operations management, preferably in a call center or high-volume service environment.
Proven track record of meeting operational goals and managing large teams.
Experience in managing teams across multiple shifts or locations.
Background in client relationship management and service delivery.
Advanced certifications in operations or project management (e.g., Lean Six Sigma, PMP) are a plus.
Proven success in implementing process improvement initiatives.
Minimum of 5 years of experience in operations management, preferably in a call center or high-volume service environment.
Proven track record of meeting operational goals and managing large teams.
Experience in managing teams across multiple shifts or locations.
Background in client relationship management and service delivery.
Advanced certifications in operations or project management (e.g., Lean Six Sigma, PMP) are a plus.
Proven success in implementing process improvement initiatives.
30% Night Differential Pay
The standard night differential pay in the Philippines is 10%. Our rate is 2x higher than that of other companies.
Competitive Salary & Benefits
We offer a progressive salary package with monthly performance incentives and annual appraisal. Healthcare, dental, and a retirement plan included upon passing training! Enroll in free in-house professional development classes to keep your career on the right track. We also support working students with an educational loan.
Professional Development
Enroll in free in-house professional development classes to keep your career on the right track. We also support working students with an educational loan.
Paid Time Off
25 vacation, sick, and paid leaves combined plus birthday, maternity, and paternity time off.
Free Food & Coffee
Whoever coined the term "Thank God it's Friday" must've been thinking of Free Food Fridays. Enjoy breakfast, lunch, or dinner on us every week! We've also got overflowing coffee and tea to keep you energized daily!
Wellness Benefits
Healthcare, dental, and a retirement plan included upon passing training!