Senior Operations Manager

2 days ago

Pasig, National Capital Region, Philippines Datamatics Full time ₱120,000 - ₱180,000 per year


• Daily Operations: Schedule adherence, queue team health – status, FTE, leads loading liaison, dialing campaigns oversee with Dialer Manager, Phil Ai, Brightcall results tracked and reported, and researcher pipelines.

• Performance Management: Track dials/hour, connect rate, research throughput, lead aging, and QA; coach to gaps with documented plans. EPH and LPH for PT and RT, AI conversion vs Manual Conversion.

• Workforce & Coverage: Balance staffing and shifts; manage PTO coverage; coordinate WFM to hit SLAs across phone and research.

• Process Design & Improvement: Standardize SOPs for list sourcing, email/phone validation, and call flows; reduce rework and cycle time. Change Management or restructure of Lead generation team as needed.

• Quality & Risk: Partner with QA for scorecards, calibrations, and remediation; maintain data privacy and secure handling of client/prospect info.

• Collaboration & Handoffs: Align with Sales on list criteria and feedback loops; ensure accurate NetSuite information are loaded.

• Financial Impact: Monitor cost drivers (licenses, overtime, rework, attrition); contribute to monthly cost/rep variance reports with Finance.

• People Leadership: Hire, onboard, and develop; conduct 1:1s; apply HR policies fairly (warnings, improvement plans) in coordination and alignment

• EOS Cadence: Run weekly L10s, maintain Scorecards, own Rocks/To-Dos; prepare monthly/quarterly operations reviews.

• Tool Stewardship: Ensure correct use of NetSuite/CRM, Monitask, dialer/telephony, email tools, and research platforms. Publications management and balanced distribution.

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