Operations ManagerTopData
Workplace: Pampanga
Salary: Agreement
Work form: Full time
Posting Date: 10/06/2025
Deadline: 10/08/2022
As our Operations Manager for Service Delivery, you will lead our 500 strong Customer Support team in a 24x7 environment. You will be responsible for ensuring we have the team structure, resources and capabilities to consistently deliver to the expected service levels and standards across all channels. You will collaborate with stakeholders across the site to solve problems, deliver operational excellence and identify strategic priorities, using your experience to embed contact centre processes best practice.
Responsibilities
Participate in strategic planning to shape the customer support roadmap. Use deep expertise in contact center tools and technology to drive improvement. Contribute to the action plan, own objectives and understand the resources needed to deliver the expected results.
Drive a customer centric culture focused on consistently exceeding service levels and delivering industry leading customer experience for the client's users. Adapt and innovate to meet the client's objectives of optimising sales and driving retention through exceptional support.
Instill high performance expectations, increase visibility of the individual's performance against expected metrics and standards. Ensure adherence to coaching and performance reviews to ensure individuals are supported and each team member is achieving our standards.
Foster an environment of continuous learning, ensuring active mentorship and coaching at every level. Refine the people and performance management responsibilities of all team leaders. Hold regular sharing sessions, huddles and calibrations to improve and share best practice.
Accelerate the performance of your Senior Team Leaders/Shift Managers. Develop team goals that compliment and contribute to business objectives and craft customised development plans to increase the bench strength of the team and help each person reach their full potential.
Deliver regular reports on operational performance to key stakeholders, analyse data and identify opportunities that improve performance, increase efficiency and eliminate risk. Use positive working relationships with peers to collaborate on cross functional improvement initiatives.
Skills
Strong verbal, written, presentation and facilitation skills
High levels of personal integrity, accountability and compliance
A clear thinker with an open, transparent, inclusive communication and work style
A business partner to direct reports, creating an environment of mutual trust and respect
A leadership style rooted in collaboration coaching and best practice sharing
A strategic thinker with high attention to detail who is willing to get their hands dirty
Experience
4 year undergraduate degree
10 years total work experience with clear career progression and growth in responsibilities
7 years of professional business management and people management experience
5 years specialising in BPO operations management at manager level, managing 300+ people
TopData
Responsibilities
Participate in strategic planning to shape the customer support roadmap. Use deep expertise in contact center tools and technology to drive improvement. Contribute to the action plan, own objectives and understand the resources needed to deliver the expected results.
Drive a customer centric culture focused on consistently exceeding service levels and delivering industry leading customer experience for the client's users. Adapt and innovate to meet the client's objectives of optimising sales and driving retention through exceptional support.
Instill high performance expectations, increase visibility of the individual's performance against expected metrics and standards. Ensure adherence to coaching and performance reviews to ensure individuals are supported and each team member is achieving our standards.
Foster an environment of continuous learning, ensuring active mentorship and coaching at every level. Refine the people and performance management responsibilities of all team leaders. Hold regular sharing sessions, huddles and calibrations to improve and share best practice.
Accelerate the performance of your Senior Team Leaders/Shift Managers. Develop team goals that compliment and contribute to business objectives and craft customised development plans to increase the bench strength of the team and help each person reach their full potential.
Deliver regular reports on operational performance to key stakeholders, analyse data and identify opportunities that improve performance, increase efficiency and eliminate risk. Use positive working relationships with peers to collaborate on cross functional improvement initiatives.
Skills
Strong verbal, written, presentation and facilitation skills
High levels of personal integrity, accountability and compliance
A clear thinker with an open, transparent, inclusive communication and work style
A business partner to direct reports, creating an environment of mutual trust and respect
A leadership style rooted in collaboration coaching and best practice sharing
A strategic thinker with high attention to detail who is willing to get their hands dirty
Experience
4 year undergraduate degree
10 years total work experience with clear career progression and growth in responsibilities
7 years of professional business management and people management experience
5 years specialising in BPO operations management at manager level, managing 300+ people
TopData
Other Info
Angeles City, Pampanga
Permanent
Full-time
Permanent
Full-time
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TopData
About the company
Position Operations Manager recruited by the company TopData at Pampanga, Joboko automatically collects the salary of , finds more jobs on Operations Manager or TopData company in the links above
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