Senior Operations Manager

4 days ago

Cebu City, Central Visayas, Philippines Qualfon Full time ₱2,000,000 - ₱2,500,000 per year

Work arrangement: On-site

Work location: Skyrise 3, IT Park, Cebu

Work schedule: PH Night shift

Job Summary:

Manage the operations ensuring the results of the
metrics set by the clients.

  • Ensures Qualfon complies with the performance metrics for client satisfaction and exceeding expectations:

  • Performance Metrics (among others):

  • Scorecard (Client)

  • Quality

  • Adherence

  • Turn Times

  • Throughput

  • Analyzes report statistics and arrival patterns to ensure adequate staffing to ensure established service levels are achieved

  • FGD (Focus Group Discussions) to help identify and address concerns from all levels of employees on the account.

Manage the accounts at the operational level, ensuring the production, cost and financial results of the metrics set internally

  • Ensures Qualfon DSG complies with the internal metrics:

  • Manpower Utilization (Internal Productivity)

  • Attrition

  • Production (hours)

  • Others

  • Forecasts account revenue and spending and to align so that revenue and EBIT goals are being met

  • Understands and maximizes impact on financial performance of the operations department.

  • Manages report of productivity in terms of hours has produced vs. Paid hours

  • Manages statistics on production (hours of operation), operating costs

  • Monitors and analyzes the internal metrics related to the Productivity and Direct Costs, indirect cost, all related to the Financial part

Active communication and direct point of contact with the Vendor Management Offices in the US

· Organizes and attends Conference Calls

· Uses electronic (E-mail, chat, SMS)

· Makes and oversees Operational Escalations

· Strategizes, operates, gives and receives feedback, and escalations.

· Provides updates as to the performance of the accounts.

Analysis of results and Action Plan creation

  • Analyzes areas of opportunity based on results obtained in different operational stages at the strategic level and produce and implement action plans
  • Identifies gaps.
  • Defines action Plans for improvement.
  • Develops and implements strategic action plans and workflow processes.
  • Brings concerns and suggestions for improvement to the ManCom in their weekly meetings and deliberations

Talent Development

  • Identifies and develop key personnel
  • Provides feedback & coaching in timely manners
  • Identifies and recommends training
  • Identifies gaps in leadership team and create training and development plans to fills gaps as necessary.

Personnel management

  • Follows up meetings.
  • Organizes the agenda.
  • Forecasts to department training needs to meet desired FTE.
  • Develops and implements programs that enhance employee motivation and maintain positive work environment.
  • Provides leadership for management initiatives to develop a good communication between its member to drive performance.

Area of expertise (Skills)

  • College Graduate
  • At least 6 years' experience in Call Center Operations and Production.
  • At least 4 years in Supervisory or Managerial capacity.
  • Candidates should come from TELCO LOBs.

  • Senior Operations Manager

    2 days ago

    Cebu City, Central Visayas, Philippines Private Advertiser Full time ₱1,500,000 - ₱2,500,000 per year

    We are seeking a Senior Operations Manager to lead our team and ensure that our programs meet productivity, quality, and customer satisfaction objectives efficiently.Responsibilities:Manage Operations Manager and Team Managers to achieve program performance goals.Communicate client and company goals and metrics to team members for high customer service...

  • Operations Coordinator

    1 week ago

    Cebu City, Central Visayas, Philippines Operations Hub Control, Inc Full time ₱360,000 - ₱720,000 per year

    CareersPosition: Operations CoordinatorJob Description:The Operations Controller reports to Operations Manager and ensures that the entire process meets customer's and internal requirements and is completed in an organized, efficient and safe manner.Process daily operation tasks according to applicable work procedures.Follow up with suppliers to ensure...

  • Operations Manager

    1 week ago

    Cebu City, Central Visayas, Philippines TalentHero Full time ₱1,500,000 - ₱2,500,000 per year

    Position:Operations ManagerLocation:Cebu, Philippines (On-site)Start Date:January 2026Employment Type:Full-timeAbout the RoleWe are looking for an experiencedOperations Managerto oversee and lead a growing team in Cebu. The ideal candidate has progressed through the ranks—from Team Lead to Operations Manager—and brings a strong track record of managing...

  • Senior Manager, Call Center Operations

    1 week ago

    Cebu City, Central Visayas, Philippines Asurion Full time ₱2,000,000 - ₱2,500,000 per year

    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...

  • Associate Operations Manager

    2 days ago

    Cebu City, Central Visayas, Philippines Connext Global Solutions Inc Full time ₱900,000 - ₱1,200,000 per year

    Connext is a dedicated team of business process outsourcing experts and innovators, with experience in supporting world-class companies in Title and Escrow, Healthcare, Produce Distribution, Retail and Fashion, Design Consulting, and Finance.We are currently looking for an Associate Operations Manager who will be working with Connext's Operations Department...

  • Operations Sr. Manager

    2 days ago

    Cebu City, Central Visayas, Philippines Cognizant Full time ₱2,000,000 - ₱2,500,000 per year

    Role: DGM/GMDomain: Workers Compensation (Insurance/Healthcare)Location: Cebu, PhilippinesRequirement: ImmediateWe are looking for a dynamic and seasoned leader to join our team in Deputy General Manager/General Manager, based in Cebu. The ideal candidate is an experienced professional from the US Healthcare/Insurance domain, with a strong background in...

  • operation manager

    6 days ago

    Cebu City, Central Visayas, Philippines ECU WORLDWIDE Full time ₱900,000 - ₱1,200,000 per year

    ECU INTERNATIONAL FAR EAST LIMITED – APAC SERVICE CENTER CEBUIs currently looking for: Cebu Head / ManagerOverviewThe Cebu Head / Manager provides direct support to the General Manager in managing and overseeing the operational aspects of the Shared Services Center (SSC) located in Cebu City. This center supports multiple regions — including the US,...

  • Operations Manager

    2 weeks ago

    Cebu City, Central Visayas, Philippines Gold Door Realty Full time $104,000 - $130,878 per year

    Company DescriptionGold Door Realty is a Real Estate Brokerage based in North Smithfield, Rhode Island, with licensed agents covering Rhode Island, Massachusetts, and Connecticut. The founder's journey began with real estate investments in 2003, leading to the creation of effective strategies for managing properties and focusing on client satisfaction. Gold...

  • Senior Workforce Manager

    2 days ago

    Cebu City, Central Visayas, Philippines TDCX Full time ₱2,000,000 - ₱2,500,000 per year

    #BeMoreDo you aspire to have a rewarding career where you can thrive, grow, and achieve your career aspirations? Unlock your full potential at work with TDCX, a leading global BPO company.Work with the world's most loved brands and connect with inspiring, diverse people. Join our team and begin your journey to #BeMoreTop reasons to work with TDCXAttractive...

  • Operations Manager

    2 weeks ago

    Cebu City, Central Visayas, Philippines ActivationMachine, Inc. Full time ₱1,200,000 - ₱2,400,000 per year

    About the roleActivation Machine Inc.', a dynamic and rapidly growing marketing company, is seeking an experienced and results-driven Operations Manager to oversee multiple store/ account locations in the North Mindanao region. As the Operations Manager, you will play a pivotal role in driving operational excellence, fostering team development, and ensuring...