Senior Operations Manager

Senior Operations Manager – Davao We are looking for talented individuals like you to join our team Be a Senior Operations Manager for our Davao site. This role will focus on the profit and growth of his/her business area through employee performance management, service delivery and client interaction, and requires effective leadership and business execution. Responsibilities 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 improvements Qualifications Proven leadership experience as Senior Operations Manager in BPO or customer experience operations Strong analytical, strategic planning, and team management skills Excellent communication and decision-making abilities Experience in managing vendor partnerships and client relationships to ensure service delivery excellence What Life at Awesome CX by Transcom is like Awesome CX by Transcom inclusive culture is rooted in wellness & fun. Culture doesn’t equal perks We've got great amenities, suited to every need. 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 want to take care of our greatest assets, our people We are sure to prioritize the whole person, not just their professional life, but their personal one as well. Knowing that happy and healthy employees make top performers. The health and well‑being for all Awesome CX by Transcom team members is, and will remain, our greatest priority. Accessibility to health care means an onsite care center, STD testing, as well as insurance equality for everyone to ensure that every person has peace of mind. One of our core values is “good vibes”. We like to think that we provide an awesome environment to support as many good days as possible. However, on the inevitable, yet occasional bad days, we offer resources such as an in‑house psychologist, mental health courses, as well as a dance and yoga studio to help give our team a boost. Free daycare facilities give our teams one less thing to worry about while at work. By providing a safe place for kids to learn, play, and grow, Awesome CX by Transcom helps the parents on our teams focus on their work knowing their kids are well taken care of. True to our value of “Keeping It Real” we encourage our team members to come as they are and be their authentic selves at work. We celebrate each other’s differences, whether that is by honoring a cultural holiday or celebrating Pride month Career Development – At Awesome CX by Transcom, we look to support our customer experience specialists just as much as they are committed to supporting your customers. A vast variety of training and education give our agents the tools they need to thrive and succeed. Awesome Cares – community involvement and charitable contributions The importance of giving back to our community is embedded in our DNA, which is why one of our values is “Do the right thing”. We take responsibility for the impact we can make on our brands, our people, and our planet. Fun At Awesome CX by Transcom we work hard, we play harder After all, what’s life without a little fun? We believe that a culture that creates long lasting happiness is a culture that delivers client results. Our in‑office amenities and team building excursions contribute to Awesome CX by Transcom’s cool‑ture. Work doesn’t have to be boring… We bring the fun to the workplace… Life size chess board Putting green Waterfalls Dance and yoga studio Pingpong tables Cafes Collaborative Workspaces Dog friendly Our teams are more like family. That’s in large part due to our team building events and off site excursions. From fun happy hours after work, to amazing sightseeing trips, there’s so much we have to offer to bond our team together. Year end party - honestly, we can’t even explain it. You’d have to see it to believe it. This is an unforgettable time of year for our teams to get together and celebrate their accomplishments. Dog friendly office spaces. Our workspaces are so fun your furry friends will even want to join, and they’re welcome. Just think about it - bring your dog to work every day, everyday Our dedication to ensuring employee happiness goes above and beyond. And by that, we mean that we have a whole happiness team whose job is to bring joy into the office. From celebrating team members’ birthdays, to recognizing amazing accomplishments, the happiness team is there to put a smile on everyone's face #J-18808-Ljbffr