Senior Operations Manager

2 weeks ago


Tarlac City, Central Luzon, Philippines Foundever Full time

Summary of Responsibilities

  • Manages first-line supervisors that are responsible for managing the day-to-day operations of a team of representatives handling customer inquiries and issues.
  • Ensures client and corporate service, quality and contribution goals are met. Ensures that financial, metric and associate satisfaction goals are met.
  • Provides leadership and management to associates.
  • Provides training and development opportunities for supervisory team.
  • Coaches and mentors team supervisors.
  • Regularly conducts supervisor team meetings.
  • Supervises multiple teams for one or more client

Job Qualifications

  • Four-year college degree in Business Management/Administration or equivalent combination of education and directly related experience.
  • 2 or more years of direct related experience as a Sr. Operations Manager.
  • Strong leadership skills with the ability to manage large groups of people.
  • Strong analytical thinking skill, verbal/written communication and facilitation skills.
  • Strong interpersonal skills and experience demonstrating successful customer relationship management.
  • Ability to use a computer (Internet, e-mail, MS Office programs) to complete daily duties.
  • Demonstrated knowledge of contact center operations and customer support.
  • Demonstrated knowledge of the technology industry and general business management.
  • Demonstrated ability to analyze processes, enact change and think operationally and strategically to achieve business goals.
  • Preferably with experience in using excel and/or PowerBi for presentation and reporting.
  • Preferable with experience in Project management.
  • Must be willing to work in Tarlac City.

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