Operations Manager

2 weeks ago

Makati City, National Capital Region, Philippines Ascendion Full time ₱1,500,000 - ₱3,000,000 per year

Responsibilities:

  • Manage day-to-day operations of customer service teams, ensuring consistent and efficient service delivery across all channels.
  • Drive performance against key metrics including SLA, CSAT, AHT, Attendance and Tickets Per Hour and Quality.
  • Craft, monitor and optimize workforce planning, scheduling, and real-time adherence to maximize productivity and service levels.
  • Oversee attendance management processes, ensuring team reliability and availability meet operational needs.
  • Lead and coach team leaders and supervisors to foster high performance, accountability, and engagement.
  • Analyze operational data to identify trends, risks, and opportunities for performance improvement.
  • Ensure compliance with client SLAs, internal standards, and industry regulations.
  • Collaborate with QA and Training teams to elevate agent performance and improve customer experience.
  • Build strong relationships with clients, ensuring alignment with expectations and providing timely resolutions to concerns.
  • Prepare and present operational reports and insights to senior leadership.
  • Champion continuous improvement initiatives in back-office and front-line operations to streamline workflows and enhance efficiency.
  • Promote a results-driven and supportive culture focused on team development and customer excellence.
  • Monitor Team leader coaching efficiency and provide feedback for improvement.

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