Senior Operations Manager

1 day ago

Pasig, Philippines Datamatics Full time

Daily Operations: Schedule adherence, queue team health – status, FTE, leads loading liaison, dialing campaigns oversee with Dialer Manager, Phil Ai, Brightcall results tracked and reported, and researcher pipelines. Performance Management: Track dials/hour, connect rate, research throughput, lead aging, and QA; coach to gaps with documented plans. EPH and LPH for PT and RT, AI conversion vs Manual Conversion. Workforce & Coverage: Balance staffing and shifts; manage PTO coverage; coordinate WFM to hit SLAs across phone and research. Process Design & Improvement: Standardize SOPs for list sourcing, email/phone validation, and call flows; reduce rework and cycle time. Change Management or restructure of Lead generation team as needed. Quality & Risk: Partner with QA for scorecards, calibrations, and remediation; maintain data privacy and secure handling of client/prospect info. Collaboration & Handoffs: Align with Sales on list criteria and feedback loops; ensure accurate NetSuite information are loaded. Financial Impact: Monitor cost drivers (licenses, overtime, rework, attrition); contribute to monthly cost/rep variance reports with Finance. People Leadership: Hire, onboard, and develop; conduct 1:1s; apply HR policies fairly (warnings, improvement plans) in coordination and alignment. EOS Cadence: Run weekly L10s, maintain Scorecards, own Rocks/To-Dos; prepare monthly/quarterly operations reviews. Tool Stewardship: Ensure correct use of NetSuite/CRM, Monitask, dialer/telephony, email tools, and research platforms. Publications management and balanced distribution. #J-18808-Ljbffr

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