Operations Senior Manager for Sales

3 weeks ago

Iloilo City, Western Visayas, Philippines Private Advertiser Full time

The Operations Senior Manager oversees large-scale call center operations, driving profitability and managing complex client programs. The Senior Operations Manager is key to client acquisition, satisfaction, and retention, acting as the primary interface between the organization and its vital clients, integrating strategic and hands-on operational management.

Core Responsibilities and Accountabilities:

  • Strategic Operational Leadership & Profitability: Provide strategic direction, ensure alignment with organizational goals, and maintain accountability for financial performance and efficiency of client programs. Monitor revenue, costs, and profitability, guarantee KPI attainment, and optimize staffing to meet SLAs and manage labor costs.

  • Client Relationship Management & Growth: Serve as the primary client interface, building strong relationships, understanding evolving needs, and identifying expansion opportunities. Provide strategic guidance for program growth, process improvements, and new business, ensuring high client satisfaction and retention.

  • Team Leadership, Development & Performance Management: Lead, mentor, and coach operations managers and their teams, fostering high performance and continuous improvement. Conduct performance management, champion company policies, implement recognition programs, and cultivate a positive work environment.

  • Operational Excellence & Process Improvement: Coordinate with internal support teams for seamless delivery and problem resolution. Improve operational processes, drive efficiency and cost reduction initiatives, and analyze data to identify trends and implement data-driven solutions.

  • Financial Management & Resource Optimization: Manage operational budgets, control costs, and optimize resource utilization (technology, facilities, personnel). Provide accurate financial forecasting and reporting.

  • Succession Planning & Leadership Cover: May assume AGM responsibilities with P&L accountability in the Director of Operations' absence.

Qualifications:

  • Education & Experience: Bachelor's degree (preferred in Business Administration/Management). 3-5 years progressive managerial experience in Call Center Operations, Customer Service, BPO, or Telecommunications, with direct oversight of significant teams.

  • Leadership & Management Acumen: Mastery in client relations, strong leadership, expertise in people management (talent development, coaching, conflict resolution), and strong project management skills.

  • Communication & Organizational Proficiency: Outstanding English communication (verbal/written), superior planning/organizing skills, and adept at professional presentations.

  • Adaptability & Strategic Thinking: Strategic thinker, adaptable, resilient, independent, and self-motivated in a dynamic environment.

  • Sales Acumen: Demonstrated ability to identify new business opportunities, upsell/cross-sell services, and contribute to revenue generation through strategic client engagement.

Key Competencies: Active Listening, Customer Orientation, Time Management, Multitasking, Attention to Detail, Analytical Skills, Problem-Solving, Decision-Making, Presentation Skills.

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