Senior Operations Manager

Overview

Senior Operations Manager for Awesome CX by Transcom - Davao

Awesome CX by Transcom is looking for talented individuals to join our team. Be a Senior Operations Manager for our Awesome CX by Transcom Davao site. This role focuses on profit and growth of the business area through employee performance management, service delivery, and client interaction, requiring effective leadership and business execution.

• Attend internal meetings with other staff of the contact center
• Pursue communication with Clients that have been allocated to the Operations Manager’s responsibility
• Define needs for Team Leader recruitment in conjunction with HR
• Be in charge of Team Leader development and support, and define Team Leader training needs
• Set and follow up on quality and quantity targets for the allocated Clients/projects
• Ensure that employee satisfaction is high and attrition is low within the allocated production unit
• Develop and maintain effective performance management
• Work with Human Resources to establish policies that will insure adequate management
• Have a deep understanding of the price structure and the profitability goals of the company
• Ensure clients satisfaction through continuous business improvement

To be successful in this role you must have…

• Proven BPO experience, ideally with 2–3 years in a Senior Operations Manager (SOM) role
• Strong skills in analytics, strategic planning, and team management
• Managed large-scale operations, overseeing teams of at least 200–250 FTEs
• Strong leadership presence, with a track record of building high-engagement teams and reducing attrition

Awesome CX by Transcom inclusive culture is rooted in wellness and fun. Culture doesn’t equal perks; we’ve got great amenities to support our team. You’ll be hard pressed to find a company that doesn’t say they have great culture, so what makes us different?

Wellness:

At Awesome CX by Transcom, we take care of our greatest assets, our people. We prioritize the whole person, not just their professional life, and we believe happy and healthy employees drive top performance.

The health and well-being of all team members is a priority. Accessibility to health care includes an onsite care center, STD testing, and insurance equality to ensure peace of mind.

One of our core values is “good vibes.” We provide an environment to support as many good days as possible. When needed, we offer resources such as an in-house psychologist, mental health courses, and a dance and yoga studio. Free daycare facilities support parents at work. We encourage team members to come as they are and celebrate our differences, including cultural holidays and Pride month.

Career Development – We support our customer experience specialists with training and education to thrive and succeed. Awesome Cares – community involvement and charitable contributions. We take responsibility for our impact on brands, people, and the planet.

Fun:

We work hard, we play harder. Our in-office amenities and team-building activities contribute to a vibrant culture that delivers client results. Work doesn’t have to be boring; we bring the fun to the workplace.

• Life-size chessboard
• Putting green
• Waterfalls, dance and yoga studio
• Ping pong tables
• Cafes
• Collaborative workspaces
• Dog-friendly

Our teams are like a family, supported by team-building events and off-site excursions. Year-end parties celebrate accomplishments, and dog-friendly offices allow pets to join the workplace. We have a happiness team dedicated to ensuring employee joy and recognizing achievements.