Senior Operations Manager

3 days ago

Cebu City, Central Visayas, Philippines Xtendops Full time

As a Senior Operations Manager for the CSR account, you will be responsible for overseeing day-to-day operations, driving performance metrics, ensuring client satisfaction, and leading a team of operations managers, team leaders, and customer service agents. You will serve as the main point of contact between the client and internal stakeholders to ensure that service delivery exceeds expectations and that business goals are met.

Key Responsibilities:


• Lead and manage a large-scale CSR account with multiple teams and support units.


• Ensure KPIs, SLAs, and client expectations are consistently met or exceeded.


• Collaborate with internal departments (HR, Training, QA, IT) to ensure operational readiness.


• Develop strategic plans to improve service delivery, employee engagement, and client satisfaction.


• Provide regular performance reports, business reviews, and actionable insights to clients and senior leadership.


• Analyze trends and implement process improvements to enhance efficiency and service quality.


• Lead, coach, and mentor Operations Managers and Team Leaders to foster professional development and succession planning.


• Handle escalations, manage risks, and implement corrective actions as needed.


• Oversee staffing requirements, forecasting, and capacity planning in coordination with Workforce Management.
• Foster a culture of high performance, accountability, and continuous improvement. Job Qualifications:


• Bachelor's degree in Business Administration, Management, Communications, or related field (Master's degree is a plus).


• Minimum of 7-10 years of BPO experience, with at least 3-5 years in a Senior Operations Manager or equivalent leadership role handling CSR or voice-based accounts.


• Proven experience managing large teams (200+ FTEs) across multiple lines of business or client portfolios.


• Strong understanding of contact center operations, customer service metrics, and performance management.


• Excellent leadership, organizational, and interpersonal skills.


• Strong client management and communication abilities.


• Proficient in data analysis, reporting tools, and MS Office (Excel, PowerPoint).


• Ability to work flexible hours and adapt to changing client needs.
• Six Sigma, Lean, or PMP certifications (preferred but not required)

  • Senior Operations Manager

    2 weeks ago

    Cebu City, Central Visayas, Philippines KMC Solutions Full time

    Senior Operations Manager for Staff AugmentationJob SummaryWe are seeking an experienced and adaptable Senior Operations Manager to oversee a critical portfolio of multiple small-to-mid-sized accounts (or contracts) with varying business requirements and Lines of Business (LOBs). This role is ideal for a leader who excels at juggling diverse priorities,...

  • Senior Operations Manager

    5 days ago

    Cebu City, Central Visayas, Philippines Strategic Office Support Incorporated Full time

    Senior Operations ManagerLocation: EBLOC 3 - IT Park Cebu City Employment Type: Full-timeWork Setup: OnsiteSchedule: Day / ShiftingAbout the CompanyStrategic Office Support Inc. is a growing organization committed to delivering operational excellence, safety, and people-centered solutions across our sites. We foster a performance-driven culture that values...

  • Senior IT Business Operations

    2 weeks ago

    Cebu City, Central Visayas, Philippines Blue Wolf Solutions Full time

    Job DescriptionWe are seeking a highly experienced and strategic Senior IT Business Operations Specialist / Regional Lead to oversee and drive the business infrastructure, talent management, and operational efficiency for our client's rapidly expanding IT Consulting footprint in Asia (Philippines and neighboring markets). This is a senior, high-impact remote...

  • Operations Manager

    1 week ago

    Cebu City, Central Visayas, Philippines TASQ Staffing Solutions Full time

    Position Title: Ops Manager - Retail (Cebu) | OnsiteAccount Type: Retail Start Date: August 15 Support Type: Voice Work Setup: Fully Onsite in Cebu Shift & Rest Days: 24/7 schedule Educational Qualification: Bachelor's Degree Work Experience: At least 4 years of experience as an Operations Manager or Senior Group Leader in any industry, preferably in...

  • Senior Manager, Call Center Operations

    1 day ago

    Cebu City, Central Visayas, Philippines Asurion Full time

    For more than 25 years, Asurion has been a leader in innovation, not only in the tech solutions industry, but in creating a culture where employees feel valued.We help people do more with their technology and stay connected on all of their devices. We provide our customers with simple, helpful advice to get the most from their technology, assistance to fix...

  • Operations Excellence Senior Manager

    2 weeks ago

    Cebu City, Central Visayas, Philippines TDCX Full time

    At TDCX, we believe that every career move should propel you forward. Work alongside innovative teams, support the growth of the world's most forward-thinking brands, and explore what's possible when human expertise meets technology. Together, we'll enable the future — starting with yours.Top Reasons to work with TDCXAttractive remuneration, great perks,...

  • Operations Manager

    2 weeks ago

    Cebu City, Central Visayas, Philippines Ifelse Ph Inc. Full time

    You may also apply using this link for faster processing of your application: The Operations Manager will oversee and manage the daily operations of the company, ensuring smooth coordination between clients and partners, specifically truckers. This role requires an innovative and proactive individual, preferably with a background in start-up environments, to...

  • Senior Team Manager

    2 weeks ago

    Cebu City, Central Visayas, Philippines Private Advertiser Full time

    URGENT HIRING: Senior Team Manager – Consolidation & Logistics Operations We are hiring a Senior Team Manager to lead operational teams within our shared services logistics division. This role requires strong leadership, deep knowledge of consolidation and freight operations, and the ability to manage high-volume processes while supporting multiple...

  • Senior Operations Manager

    1 week ago

    Cebu City, Central Visayas, Philippines Svenbjorn Full time

    Ensures that the Operations Team meets standards for monitoring in an objective fashion all customer contact points. (Web, voice, e-mail, white mail)Handles and resolves resistance of the team to change as it involves conflicting views and opinionsDevelops and trains team members through coaching, providing work advice and motivation.Handles and resolves...

  • Senior Delivery Manager

    3 days ago

    Cebu City, Central Visayas, Philippines Omega Healthcare Management Services Full time

    Company DescriptionOmega Healthcare Management Services, founded in 2003, is a global leader in providing intelligent solutions that enhance revenue cycle operations, administrative workflows, care coordination, and clinical research. With a team of over 35,000 skilled professionals across the United States, India, Colombia, and the Philippines, Omega...