Senior Operations Manager

On-site - Manila 3-5 Yrs Exp Diploma Full-timeJob DescriptionMCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry. We are seeking an experienced and results-driven Senior Operations Manager to join our dynamic BPO team.

This role is pivotal in ensuring operational excellence, driving performance, and optimizing efficiency across multiple campaigns. The ideal candidate will have a strong background in managing large teams, improving processes, and delivering high-quality service while meeting key performance indicators (KPIs) and client expectations. To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

Key ResponsibilitiesOversee daily operations to ensure seamless service delivery and adherence to SLAs. Manage, coach, and develop team managers and supervisors to drive performance and engagement. Analyze key performance metrics to identify trends, areas of improvement, and implement corrective actions.

Develop and implement strategies to optimize workforce efficiency and productivity. Collaborate with stakeholders, including clients and internal teams, to ensure alignment on business objectives. Foster a culture of continuous improvement by driving process enhancements and best practices.

Monitor and manage operational budgets, ensuring cost efficiency without compromising service quality. Ensure compliance with company policies, industry regulations, and client contractual agreements. Drive employee engagement initiatives to enhance retention and team morale.

Lead transformation and change management initiatives to adapt to business needs and technological advancements. QualificationsCollege Graduate and Combination of Training and ExperienceMinimum of 3 years of experience in BPO operations management and leadership role. Proven track record in managing large teams, driving performance, and improving operational efficiency.

Strong understanding of workforce management, process optimization, and client relationship management. Excellent leadership, communication, and decision-making skills. Ability to work in a fast-paced, high-pressure environment with shifting priorities.

Proficiency in data analysis, reporting tools, and KPI monitoring. Experience in handling first-party collections, customer service, or sales operations (preferred). Knowledge of call center technologies, CRM systems, and compliance regulations.

All MCI LocationsMust be authorized to work in the country where the job is based. Subject to the program and location of the positionMust be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.

Must be willing to submit to drug screening. Job offers are contingent on drug screening results. What

You Can Expect from MCIWe understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:Paid Time Off: Earn PTO and paid holidays to take the time you need.

Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations—and sometimes even cars Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 90 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.

Retirement Savings: Secure your future with retirement savings programs, where available. Disability Insurance: Short- and long-term disability coverage is available to help protect you during unexpected challenges. Life Insurance: Access life insurance options to safeguard your loved ones.

Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities. Paid Training: Learn new skills while earning a paycheck. Fun, Engaging

Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement. Casual Dress Code: Be comfortable while you work. If you're ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you.

Apply today This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset.

The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds. Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship.

At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect.