Senior Operations Manager

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 delivery.

Coach and develop direct reports through constructive feedback and ongoing training, including regular performance reviews and one-on-one meetings.

Review operational reports regularly and implement action plans to address deficiencies.

Hold regular team meetings to review performance and provide guidance for continuous improvement.

Provide feedback to the Director of Operations and management regarding operational performance and escalate issues as needed.

Partner with site leaders and human resources to execute strategic recruiting and employee engagement programs.

Ensure appropriate staffing to meet client requirements.

Administer activities aimed at cost-effectively driving operational effectiveness.

Collaborate with Operational Support Teams to train employees to meet client demands.

Qualifications

1-2 years of experience as aSenior Operations Manager or 3-5 years as an Operations Manager.

Strong knowledge of call center operations.

Understanding of financial reports and forecasting.

Willingness to work onsite in Cebu City.

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