Operations Manager

Minimum requirements:

• Applicants must be willing to work and relocate to Clark, Pampanga.
• Applicants must be a Filipino citizen or have a relevant residence status
• College degree preferred
• Contact Centre and Travel Industry within depth, demonstrable leadership experience is highly preferred
• Ability to communicate, negotiate, and influence effectively.
• Ability to work in a fast-paced environment
• Skilled in negotiation to achieve mutually beneficial outcomes
• Capable of influencing stakeholders and colleagues to support objectives and initiatives
• As business need, you must be willing to work on shifting schedules, public holidays, and weekends.
• Preferably with GDS Experience

Key Responsibilities and Accountabilities

• Manage the daily operations of the dnata Contact Centre brands and businesses to ensure that all operational objectives are consistently achieved. This includes overseeing staff performance, ensuring service quality, productive hours, maintaining adherence to processes, and optimizing workflow efficiency to meet business targets.
• Lead, coach, manage, and develop the direct reporting Team Leaders to ensure high performance and engagement. Conduct regular performance reviews to establish clear objectives and development plans, providing consistent feedback to both team members and management to support continuous growth and achievement.
• Analyse call and revenue data to identify operational trends and develop and implement strategies and recommendations to enhance sales, improve service, and elevate overall quality.
• Collaborate with brand stakeholders and attend the weekly and monthly performance review calls to share insights on contractual operational targets, ensuring that these targets are met and that quality standards are maintained at the expected levels
• Continuously review internal systems, ISO documentation, and the risk mitigation plan to ensure resource and operational efficiency and proactively recommend and implement appropriate improvements.
• Plan, develop, and implement new incentive programs focused on sales, service, and employee satisfaction initiatives to achieve contact centre revenue goals, enhance service quality, and meet employee satisfaction and attrition targets.
• Collaborate with training to implement development initiatives. Ensure training programs are delivered and result in demonstrable changes, and feedback is provided on program success.
• Collaborate with the Southeast Asian and Australian markets to share performance insights, manage high-level complaints, and provide effective resolutions.
• Review and approve waivers for live errors and ADM through the Salesforce and WMT (Waiver Management Tool), ensuring that the allocated budgets are utilized appropriately and that the total value of waivers does not exceed the allocated budget.
• Review the budgeted headcount and process staff requests for backfills and additional FTEs.
• Conduct final interviews and make recruitment decisions
• Conduct departmental meetings (including Recruitment, WFM, Global Operations, Quality, and Training) to ensure that decisions and changes align with the brand goals.
• Manage the governance of the direct reports deliverables and occasionally listen to the supervisor escalation calls
• Attend and facilitate HR administrative hearings, and make decisions on the applicable disciplinary sanctions
• Attend to and resolve high-level complaints, repeat callers, and cases involving guest threats or legal concerns by implementing appropriate escalation protocols, providing effective solutions, and collaborating with relevant departments to ensure guest safety and satisfaction.
• Perform monthly RAG (Red, Amber, Green) tagging to monitor team performance and issues. Support employee counselling sessions to address concerns and foster a supportive work environment. Additionally, organize various activities aimed at promoting positive morale, work-life balance, and overall employee well-being to enhance engagement and productivity
• Conduct town halls and occasionally provide counselling or managerial interventions to promote open communication. Advocate for an open-door policy to foster a transparent and approachable work environment.
• Prepare and deliver weekly & Monthly reports to stakeholders, offering clear updates on site performance and delivering relevant insights related to call drivers, NPS feedback, DSAT, and quality outliers. Additionally, actively participate in various client meetings and calibration sessions to ensure the team aligns with client expectations and to effectively cascade feedback to agents, supporting continuous improvement efforts.
• Prepare presentations for quarterly & annual business reviews and client meetings. Attend these sessions to effectively communicate key insights, performance metrics, and strategic updates, ensuring alignment with client expectations and fostering strong stakeholder relationships.
• Process and document personnel movements, including nominations for Najm, and issue leaver notices through Cascade