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. === ■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.