Senior Operations Manager

Job overview and responsibility

OPERATIONS

• Manage the operational floor and implement business plans to optimize seat utilization and workforce efficiency.

• Drive adherence to industry best practices to enhance service delivery and identify opportunities for business expansion.

• Ensure service level agreements (SLAs), key performance indicators (KPIs), and client expectations are consistently met or exceeded.

TEAM DEVELOPMENT

• Develop and implement strategic plans for continuous upskilling and talent development within the team.

• Foster team synergy through structured career development paths, regular performance evaluations, and mentorship programs.

• Promote a culture of collaboration, accountability, and innovation to drive high-performing teams.

CLIENT RELATIONSHIP

• Strengthen client relationships through effective communication, understanding client needs, and delivering tailored solutions.

• Act as a trusted advisor to clients, providing actionable insights and strategies for their business growth and expansion.

• Ensure transparency and alignment between client objectives and operational deliverables.

BUSINESS PLANNING

• Develop and execute comprehensive business strategies to optimize revenues, control costs, and ensure profitability.

• Design sustainable business expansion plans, considering market trends, client opportunities, and resource optimization.

• Conduct regular business reviews and align operational strategies with organizational goals.

PERSONAL SKILLS

• Take ownership of team performance and foster improvement through clear communication, delegation, and support.

• Exhibit strong leadership qualities, fostering team unity and effectively resolving conflicts.

• Utilize analytical, fair, and critical thinking to make informed and impactful decisions.

• Demonstrate strong organizational skills, ensuring structured approaches to achieving targets and goals.

• Maintain composure and resilience in challenging and dynamic environments.

OPERATIONAL SKILLS

• Prepare and present detailed performance and operational reports for senior management and stakeholders.

• Possess a deep understanding of customer service and contact center operations, ensuring effective management of all operational activities.

• Exhibit excellent negotiation skills to align stakeholders and achieve optimal business performance.

• Provide swift and effective solutions to operational crises, ensuring minimal disruption to services.

• Manage staffing requirements efficiently, including forecasting, scheduling, attendance tracking, headcount projection, and recruitment.

• Utilize performance data to analyze trends and implement improvement strategies across all operational levels.

STRATEGIC SKILLS

• Demonstrate a thorough understanding of client products and services to drive team excellence and client satisfaction.

• Apply analytical and logical thinking in strategic planning and day-to-day decision-making.

• Build and maintain strong relationships with clients and stakeholders to ensure alignment with business objectives and expectations.

• Stay informed of industry trends, competitor activities, and market demands to adapt strategies accordingly.

FRAUD PREVENTION & INFORMATION SECURITY

• Adhere and ensure project members adherence to company rules and regulations and IT security processes and ensure data confidentiality of all information at all times.

• Understand non compliance and fraud policies and conduct professionally at all times. Report to management if there is any suspected risk or fraud detected.

DAILY

• Develop and enhance the coaching skills of all leaders to ensure effective mentorship and talent development.

• Handle escalated transactions from clients, customers, or team members, ensuring swift resolution and alignment with company standards.

• Monitor and review operational performance metrics, ensuring daily targets and SLAs are consistently met.

• Plan and approve leave requests from all levels, ensuring proper workforce coverage and adherence to scheduling needs.

• Conduct quick stand-up meetings or huddles to communicate immediate priorities or address operational issues.

WEEKLY/ MONTHLY/ QUARTERLY/ANNUALY

• Update team members on process and policy changes, ensuring alignment with client and organizational requirements.

• Participate in or organize weekly meetings to discuss project updates, process improvements, and team performance.

• Oversee and prepare detailed reports, such as Operations Health Check, Early Warning System (EWS) analysis, and other key performance reviews.

• Analyze and compute project profit and loss, providing actionable insights for budget optimization and cost control.

• Conduct regular attrition analyses, collaborating with operations teams to identify trends and implement retention strategies.

• Lead performance reviews with team leaders, offering actionable feedback and guidance to meet long-term goals.

• Plan and execute quarterly business reviews (QBRs) with clients and stakeholders, ensuring transparency and alignment with objectives.

OTHERS

• Facilitate discussions on probationary scorecards, operational policies, and expectations to promote continuous improvement.

• Prepare, develop, and present comprehensive project performance updates and recommendations to clients and senior management.

• Regularly evaluate team capacity and recommend staffing adjustments to meet dynamic project needs.

• Stay informed on industry trends and provide strategic recommendations for innovations and process improvements.

• Support the design and implementation of employee engagement initiatives to boost morale and productivity.

Required skills and experiences

Education

• Graduate of 4 year course or Bachelor's Degree

Experience

• Industry Expertise: Over 10 years of experience in the multinational BPO/Call Center industry, with at least 5 years in a similar or related leadership role.

• Contact Center Operations: Extensive knowledge and hands-on experience in managing voice and non-voice contact center functions.

• Strategic and Financial Planning: Proficient in crafting business and financial plans, including client-based forecasting and workforce planning.

• Problem-Solving Excellence: Skilled in identifying issues, performing root cause analysis (RCA), and executing actionable improvement plans.

• Quality Management: Expertise in designing and implementing quality management systems to ensure high standards of service delivery.

• Talent Development: Strong track record in developing and executing talent development programs to enhance team skills and career progression.

• Leadership and Communication: Demonstrates strong leadership qualities, effective communication skills, and the ability to motivate and align teams toward common goals.

Others

• Operational Setup: Experienced in establishing operational frameworks, including forms, policies, procedures, systems, and team structures.

• Key Leadership Attributes: Demonstrates analytical problem-solving, urgency in prioritization, project management, attention to detail, adaptability, and client-centric focus.

• Confident and Articulate: Possesses confidence and clarity in communication for effective stakeholder engagement.

• Flexibility: Open to assignments across any TCAP site locations.

Preferred skills and experiences

• Process Optimization: Certified in Lean Six Sigma, with proven ability to implement process improvements and drive operational efficiency is a huge plus.

• Process Optimization: Skilled in Business Process Reengineering, identifying inefficiencies, and recommending improvements to enhance operations.

• Technology Integration: Capable of proposing and implementing system or technology solutions to streamline processes and improve performance.

• Leadership and Communication: Strong leadership and effective communication skills to motivate teams, drive collaboration, and foster a positive work environment.

Why Candidate should apply this position

Allowance

• PHP monthly rice allowance from Day 1

HMO

• Day 1 coverage + 1 free dependent

• Optional to enroll one more (premium will be salary deducted)

• 10 VL (earned monthly)

• 10 SL (earned monthly)

• Annual Leaves

• 1 Birthday Leave

• 3 Emergency Leaves (supporting docs required) from Day 1

• Other Govt-mandated leaves

• Annual Leaves are available for Full-Time employees (probationary for 6 months before regularization) except for Emergency Leaves.

Report to

Operation Director

Interview process

Initial Interview and Excel Exam - Final Interview - Client Interview (depending on the project)