[Division] Senior Operations Manager
Operation Management Management Leadership Operations
Mức lương
Khu vực
Tổng quan về công việc và trách nhiệm
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. PERSONAL SKILLS - Take ownership of team performance and foster improvement through clear communication, delegation, and support. - Exhibit strong leadership qualities, fostering team unity and effectively resolving conflicts. - Utilize analytical, fair, and critical thinking to make informed and impactful decisions. - Demonstrate strong organizational skills, ensuring structured approaches to achieving targets and goals. - Maintain composure and resilience in challenging and dynamic environments. OPERATIONAL SKILLS - Prepare and present detailed performance and operational reports for senior management and stakeholders. - Possess a deep understanding of customer service and contact center operations, ensuring effective management of all operational activities. - Exhibit excellent negotiation skills to align stakeholders and achieve optimal business performance. - Provide swift and effective solutions to operational crises, ensuring minimal disruption to services. - Manage staffing requirements efficiently, including forecasting, scheduling, attendance tracking, headcount projection, and recruitment. - Utilize performance data to analyze trends and implement improvement strategies across all operational levels. STRATEGIC SKILLS - Demonstrate a thorough understanding of client products and services to drive team excellence and client satisfaction. - Apply analytical and logical thinking in strategic planning and day-to-day decision-making. - Build and maintain strong relationships with clients and stakeholders to ensure alignment with business objectives and expectations. - Stay informed of industry trends, competitor activities, and market demands to adapt strategies accordingly. FRAUD PREVENTION & INFORMATION SECURITY - Adhere and ensure project members adherence to company rules and regulations and IT security processes and ensure data confidentiality of all information at all times. - Understand non compliance and fraud policies and conduct professionally at all times. Report to management if there is any suspected risk or fraud detected. 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.
Kỹ năng và kinh nghiệm tối thiểu
Education - Graduate of 4 year course or Bachelor’s Degree Experience - Industry Expertise: Over 10 years of experience in the multinational BPO/Call Center industry, with at least 5 years in a similar or related leadership role. - Contact Center Operations: Extensive knowledge and hands-on experience in managing voice and non-voice contact center functions. - Strategic and Financial Planning: Proficient in crafting business and financial plans, including client-based forecasting and workforce planning. - Problem-Solving Excellence: Skilled in identifying issues, performing root cause analysis (RCA), and executing actionable improvement plans. - Quality Management: Expertise in designing and implementing quality management systems to ensure high standards of service delivery. - Talent Development: Strong track record in developing and executing talent development programs to enhance team skills and career progression. - Leadership and Communication: Demonstrates strong leadership qualities, effective communication skills, and the ability to motivate and align teams toward common goals. Others - Operational Setup: Experienced in establishing operational frameworks, including forms, policies, procedures, systems, and team structures. - Key Leadership Attributes: Demonstrates analytical problem-solving, urgency in prioritization, project management, attention to detail, adaptability, and client-centric focus. - Confident and Articulate: Possesses confidence and clarity in communication for effective stakeholder engagement. - Flexibility: Open to assignments across any TCAP site locations.
Tại sao ứng viên nên làm ở đây
Allowance - PHP 1500.00 monthly rice allowance from Day 1 HMO - Day 1 coverage + 1 free dependent - Optional to enroll one more (premium will be salary deducted) - 10 VL (earned monthly) - 10 SL (earned monthly) - Annual Leaves - 1 Birthday Leave - 3 Emergency Leaves (supporting docs required) from Day 1 - Other Govt-mandated leaves - Annual Leaves are available for Full-Time employees (probationary for 6 months before regularization) except for Emergency Leaves.
Ưu tiên có kỹ năng và kinh nghiệm
- Process Optimization: Certified in Lean Six Sigma, with proven ability to implement process improvements and drive operational efficiency is a huge plus. - Process Optimization: Skilled in Business Process Reengineering, identifying inefficiencies, and recommending improvements to enhance operations. - Technology Integration: Capable of proposing and implementing system or technology solutions to streamline processes and improve performance. - Leadership and Communication: Strong leadership and effective communication skills to motivate teams, drive collaboration, and foster a positive work environment.
Báo cáo cho
Operation Director
Quá trình phỏng vấn
Initial Interview and Excel Exam - Final Interview - Client Interview (depending on the project)
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