Senior Operations Manager

■Work Location: Ortigas, Pasig
■Working Hours: Shifting
■Benefits: TBD
■Employment type: Full-time

■Job Requirements:
・Bachelor’s degree holder.
・Minimum of 10 years of experience in the multinational BPO / Call Center industry.
・At least 5 years of experience in a similar or related leadership role.
・Extensive knowledge and practical experience in managing both voice and non-voice contact center functions.
・Financial Planning: Proficient in developing business and financial plans, including client-based forecasting and workforce planning.
・Problem Solving: Skilled in Root Cause Analysis (RCA) and the execution of improvement plans.
・Flexibility: Willing and able to work at any TCAP site.

【PREFERED】
・Lean Six Sigma: Possession of certification and the ability to drive process improvement and operational efficiency is a strong advantage.

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■Job Description:
・OPERATIONS
 Manage the operational floor and implement business plans to optimize seat
utilization and workforce efficiency.
 Drive adherence to industry best practices to enhance service delivery and
identify opportunities for business expansion.
 Ensure service level agreements (SLAs), key performance indicators (KPIs), and
client expectations are consistently met or exceeded.

・TEAM DEVELOPMENT
 Develop and implement strategic plans for continuous upskilling and talent
development within the team.
 Foster team synergy through structured career development paths, regular
performance evaluations, and mentorship programs.
 Promote a culture of collaboration, accountability, and innovation to drive
high-performing teams.

・CLIENT RELATIONSHIP
 Strengthen client relationships through effective communication,
understanding client needs, and delivering tailored solutions.
 Act as a trusted advisor to clients, providing actionable insights and strategies
for their business growth and expansion.
 Ensure transparency and alignment between client objectives and operational
deliverables.

・BUSINESS PLANNING
 Develop and execute comprehensive business strategies to optimize revenues,
control costs, and ensure profitability.
 Design sustainable business expansion plans, considering market trends, client
opportunities, and resource optimization.
 Conduct regular business reviews and align operational strategies with
organizational goals.

・DAILY
 Develop and enhance the coaching skills of all leaders to ensure
effective mentorship and talent development.
 Handle escalated transactions from clients, customers, or team
members, ensuring swift resolution and alignment with company
standards.
 Monitor and review operational performance metrics, ensuring daily
targets and SLAs are consistently met.
 Plan and approve leave requests from all levels, ensuring proper
workforce coverage and adherence to scheduling needs.
 Conduct quick stand-up meetings or huddles to communicate
immediate priorities or address operational issues.

・WEEKLY/ MONTHLY/ QUARTERLY/ANNUALY
 Update team members on process and policy changes, ensuring
alignment with client and organizational requirements.
 Participate in or organize weekly meetings to discuss project updates,
process improvements, and team performance.
 Oversee and prepare detailed reports, such as Operations Health
Check, Early Warning System (EWS) analysis, and other key
performance reviews.
 Analyze and compute project profit and loss, providing actionable
insights for budget optimization and cost control.
 Conduct regular attrition analyses, collaborating with operations
teams to identify trends and implement retention strategies.
 Lead performance reviews with team leaders, offering actionable
feedback and guidance to meet long-term goals.
 Plan and execute quarterly business reviews (QBRs) with clients and
stakeholders, ensuring transparency and alignment with objectives.

・OTHERS
 Facilitate discussions on probationary scorecards, operational policies,
and expectations to promote continuous improvement.
 Prepare, develop, and present comprehensive project performance
updates and recommendations to clients and senior management.
 Regularly evaluate team capacity and recommend staffing
adjustments to meet dynamic project needs.
 Stay informed on industry trends and provide strategic
recommendations for innovations and process improvements.
 Support the design and implementation of employee engagement
initiatives to boost morale and productivity.