Operations Manager

3 weeks ago

Manila, National Capital Region, Philippines Eastvantage Full time

About the Role:
We're looking for a strategic leader with deep expertise in inbound & outbound voice operations and data analytics. You'll lead high-impact projects, drive operational excellence, and partner with clients to deliver exceptional performance.

Key Responsibilities:

  • Lead & Inspire: Manage, mentor, and develop a high-performing team; drive best practices for agent performance, call handling, and SLA adherence.

  • Operational Excellence: Oversee daily inbound/outbound voice operations, performance metrics, and client reporting; troubleshoot challenges and optimize productivity.

  • Client Partnership: Build strong client relationships through proactive communication, performance insights, and collaborative problem-solving.

  • Project Leadership: Manage end-to-end programs and projects, implementing new technologies and process improvements.

  • Cross-Functional Collaboration: Work with IT, Sales, Marketing, and other teams to align voice operations with business goals.

  • Data-Driven Decisions: Analyze contact center metrics, campaign results, and predictive dialing data to improve routing, scheduling, and compliance.

  • Process Improvement: Identify and implement solutions for better call handling, training, and tech utilization (e.g., predictive dialing, advanced routing, WFM tools).

What You Bring:

  • 5+ years in CRM/BPO voice operations (inbound & outbound) with a strong track record in large-scale transformation projects.

  • Advanced data analytics skills with experience in contact center metrics, visualization, and reporting tools.

  • Hands-on experience with predictive dialing, ACD, IVR, and WFM systems.

  • Strong leadership, project management, and client relationship skills.

  • Technical proficiency in Excel and contact center platforms (Avaya, Genesys, NICE inContact).

  • Ability to work cross-functionally and drive measurable business outcomes.

Why Join Us?

  • Opportunity to lead impactful projects in a high-growth environment.

  • Collaborate with global teams and industry-leading clients.

  • Competitive compensation and professional development opportunities.

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