Senior Operations Manager (BPO / Call Center) - 47857 (Ortigas)

■Work Location : Ortigas, Pasig

■Working Hours : Shifting

■Benefits : TBD

■Employment type : Full-time

■Job Requirements :

・Bachelor’s degree holder.

・Minimum of 10 years of experience in the multinational BPO / Call Center industry.

・At least 5 years of experience in a similar or related leadership role.

・Extensive knowledge and practical experience in managing both voice and non-voice contact center functions.

・Financial Planning : Proficient in developing business and financial plans, including client-based forecasting and workforce planning.

・Problem Solving : Skilled in Root Cause Analysis (RCA) and the execution of improvement plans.

・Flexibility : Willing and able to work at any TCAP site.

【PREFERED】

・Lean Six Sigma : Possession of certification and the ability to drive process improvement and operational efficiency is a strong advantage.

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■Job Description : ・OPERATIONS

 Manage the operational floor and implement business plans to optimize seat

utilization and workforce efficiency.

 Drive adherence to industry best practices to enhance service delivery and

identify opportunities for business expansion.

 Ensure service level agreements (SLAs), key performance indicators (KPIs), and

client expectations are consistently met or exceeded.

・TEAM DEVELOPMENT

 Develop and implement strategic plans for continuous upskilling and talent

development within the team.

 Foster team synergy through structured career development paths, regular

performance evaluations, and mentorship programs.

 Promote a culture of collaboration, accountability, and innovation to drive

high-performing teams.

・CLIENT RELATIONSHIP

 Strengthen client relationships through effective communication,

understanding client needs, and delivering tailored solutions.

 Act as a trusted advisor to clients, providing actionable insights and strategies

for their business growth and expansion.

 Ensure transparency and alignment between client objectives and operational

deliverables.

・BUSINESS PLANNING

 Develop and execute comprehensive business strategies to optimize revenues,

control costs, and ensure profitability.

 Design sustainable business expansion plans, considering market trends, client

opportunities, and resource optimization.

 Conduct regular business reviews and align operational strategies with

organizational goals.

・DAILY

 Develop and enhance the coaching skills of all leaders to ensure

effective mentorship and talent development.

 Handle escalated transactions from clients, customers, or team

members, ensuring swift resolution and alignment with company

standards.

 Monitor and review operational performance metrics, ensuring daily

targets and SLAs are consistently met.

 Plan and approve leave requests from all levels, ensuring proper

workforce coverage and adherence to scheduling needs.

 Conduct quick stand-up meetings or huddles to communicate

immediate priorities or address operational issues.

・WEEKLY / MONTHLY / QUARTERLY / ANNUALY

 Update team members on process and policy changes, ensuring

alignment with client and organizational requirements.

 Participate in or organize weekly meetings to discuss project updates,

process improvements, and team performance.

 Oversee and prepare detailed reports, such as Operations Health

Check, Early Warning System (EWS) analysis, and other key

performance reviews.

 Analyze and compute project profit and loss, providing actionable

insights for budget optimization and cost control.

 Conduct regular attrition analyses, collaborating with operations

teams to identify trends and implement retention strategies.

 Lead performance reviews with team leaders, offering actionable

feedback and guidance to meet long-term goals.

 Plan and execute quarterly business reviews (QBRs) with clients and

stakeholders, ensuring transparency and alignment with objectives.

・OTHERS

 Facilitate discussions on probationary scorecards, operational policies,

and expectations to promote continuous improvement.

 Prepare, develop, and present comprehensive project performance

updates and recommendations to clients and senior management.

 Regularly evaluate team capacity and recommend staffing

adjustments to meet dynamic project needs.

 Stay informed on industry trends and provide strategic

recommendations for innovations and process improvements.

 Support the design and implementation of employee engagement

initiatives to boost morale and productivity.