Call Center Operations Manager
Core
Lead contact center operations in Davao City, managing client programs, teams, and performance to meet SLAs and business objectives.
Role type
Senior IC operations manager (BPO)
Builds
Contact center operations for international clients
Domain
Business Process Outsourcing (BPO)
Required skills
Operations leadership, People management, Performance analysis, Client relationship management, Workforce planning, Process improvement
Preferred skills
Experience with 100+ FTE centers, New client implementations, US/UK/Australian market experience
Technologies
Microsoft Excel, PowerPoint, CRM, Workforce management platforms, Telephony systems, Contact center reporting platforms
Responsibilities
Oversee daily operations of assigned BPO programs, Manage operational KPIs (SLA, CSAT, QA, etc.), Lead and develop Team Leaders and Supervisors, Serve as primary operational contact for international clients, Analyze performance data and implement corrective actions, Maintain staffing and scheduling across shifts
Seniority
Senior, hands-on IC