Leads Team Leaders and oversees service-level performance, revenue goals, operational reporting, staffing, client relationships, coaching, and continuous improvement. The role manages direct reports, conducts performance reviews, resolves employee issues, supports client business reviews, and ensures operational and financial expectations are achieved while maintaining company standards.
Job Title:
Operations ManagerJob Description
The Operations Manager I plays a pivotal role in leading and supervising a team of Team Leaders. This position is key to ensuring that our Client Service Level Agreements and financial expectations are consistently met. By providing effective coaching and strategic guidance, the Operations Manager I fosters a high-performance environment, driving both team success and client satisfaction.Essential Functions/Core Responsibilities
- Service Level Management: Maintain and analyze Client Service Level Agreements, implementing improvements as needed.
- Revenue Goals: Drive revenue generation to meet financial objectives through effective data management and forecasting.
- Team Development: Select, train, and manage direct reports, ensuring compliance with policies and legal requirements.
- Operational Oversight: Manage operational reports and ensure performance metrics are met.
- Client Relationships: Build and strengthen relationships with client partners.
- Leadership: Guide direct reports, ensuring adherence to company standards and implementing corrective actions as needed.
- Performance Coaching: Conduct regular one-on-ones with direct reports for performance assessment and coaching.
- Positive Culture: Foster a positive work environment and resolve employee issues promptly.
- Cross-Functional Collaboration: Work with various departments to drive continuous improvement and resolve issues.
- Best Practices: Implement strategies that exceed client expectations and adjust staffing as needed.
- Client Engagement: Attend business reviews with clients to discuss performance.
- Team Oversight: Lead and support a team of Team Leaders.
Candidate Profile
- Preferred: Associate's Degree in a related field, over 5 years' experience, including two years in progressive management.
- Call center experience preferred.
- Proven ability to coach, develop action plans, and provide effective feedback.
- Strong skills in analyzing work processes and setting action plans for goal achievement.
- Capable of working under pressure with a professional demeanor and completing tasks.
- Excellent written and verbal communication, able to present information effectively.
- Skilled in organizing and prioritizing projects in fast-paced, deadline-driven environments.
- Experience in mentoring and directing teams.
- Willingness to work a flexible schedule.
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
Location:
PHL Quezon City - EtonLanguage Requirements:
Time Type:
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Leads Team Leaders and oversees operational performance, client service-level agreements, financial targets, reporting, staffing, employee development, and client relationships. The role manages performance, resolves employee issues, coordinates with support functions, implements improvement plans, and participates in client business reviews to maintain service quality and achieve operational goals.
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