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Operations Manager
4 weeks ago
Join to apply for the Operations Manager role at MicroSourcing
Position: Operations Manager
Work setup & shift: Onsite | Day Shift
You'll have:
- Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
- A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
- Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
- Career Growth: Take advantage of opportunities for continuous learning and career advancement.
- Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.
Your Role:
The Operations Manager provides strategic and operational leadership for the contact center, ensuring performance excellence, service quality, and exceptional customer experience. This role oversees cross-functional teams, including team leaders, agents, and support departments, driving operational efficiency, process improvements, and alignment with organizational goals.
Key Responsibilities:
- Oversee daily contact center operations, ensuring KPIs, SLAs, and client expectations are consistently achieved.
- Lead and mentor team leaders and agents to drive performance, employee engagement, and professional development.
- Collaborate with Quality Assurance, Training, Workforce Management, and other support teams to execute operational strategies.
- Analyze performance data, identify gaps, and implement process improvements to enhance efficiency and customer satisfaction.
- Manage escalations, develop policies, and ensure compliance with service delivery standards and client requirements.
- Oversee resource planning, budget management, and continuous improvement initiatives to align with organizational goals.
Qualifications:
- Bachelor's degree in Business Administration, Management, or related field
- Minimum 10 years of experience in contact center operations
- Proven leadership in managing cross-functional teams and large-scale operations
- Strong analytical, strategic thinking, and decision-making skills
Preferred Skills/Experience:
- Expertise in contact center technologies, reporting systems, and performance metrics
- Experience handling international client accounts
- Demonstrated ability to drive operational excellence and employee engagement
- Strong stakeholder management and collaboration skills
About MicroSourcing
With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.
Our commitment to 100% YOU
MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.
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