ph Operations Manager (on-site)TSA Group

Company Description
Who are we?
TSA is an Australian-owned business specializing in helping companies acquire, retain and grow their consumer customer bases. We represent some of the country's largest brands, across eight call centres in Australia and internationally.
We're a purpose driven business and our mission is clear. We endeavor to create experiences that people love, by revolutionizing the way they connect and communicate with brands.
What should you expect from us?
Competitive Salary package
Predominantly on-site role however, must be amenable & capable to work from home depending on business needs
Work on a rotating day, mid and graveyard roster between Monday to Sunday
HMO coverage with free dependent
Life Insurance Coverage
Australian Telco Account with the chance to grow with major partnerships in Australia and in the Philippines
We promote within the company! Look no further to take the next step in your career
Awesome R&R daily floor prizes, major cash giveaways, social events like end of year parties; there's always something fun to get excited about!
1 Full time role available
Job Description
What will a normal day look like?
The Operations Manager (OM) is a critical leader of leaders within TSA's Customer Engagement Centre. They motivate, inspire and engage their team of Team Leaders (TL) to ensure each team is able to deliver the required performance and outcomes as defined by TSA and our client.
The OM will be responsible for the Intraday performance management across the Sales & Service teams; Team leadership, coaching, development and engagement; Operational Excellence; and Customer Advocacy centre results.
The OM also contributes strategically by collaborating with the Channel Manager to improve operational efficiency and expertise to exceed both TSA and Client objectives for the program.
Qualifications
Essential
Minimum 2 years direct management experience in a BPO industry
Experience as Operations Manager outside of TSA, an advantage
Proven leadership experience
Demonstrated capability in managing contact centre teams, specializing in Front of House Inbound Solutions
Proven track record in building and maintaining a positive, inclusive and professional 'best practice' sales and service culture across teams
Demonstrated ability to build, lead, coach, develop & inspire a team to provide growth
Ability to build effective relationships with key internal & external stakeholders
Ability to plan, execute and deliver results
Able to provide direction on conflicting agendas, priorities, and ambiguities to resolve complex situations, whilst maintaining a calm environment and remaining in control
Excellent written and verbal communication skills
Strong strategic thinking, problem solving and decision making skills
Strong conflict resolutions skills
Commercial acumen
Strong influence and persuasiveness
Self-managed
Openness and willingness to learning and continuous development
Technology literate
Proficient in Microsoft Excel
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Additional Information
At TSA, the health, safety and well-being of our team is our number one priority! In response to the COVID-19 pandemic we have introduced a number of robust practices to keep our team safe, such as; physical distancing measures, control measures for our visitors, temperature testing, isolation requirements where applicable and so much more.
We take our responsibility to protect the health and well-being of our team and our community very seriously.
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Philippines Office address:
14F Five E-com Center, Harbor Drive, Mall of Asia Business Complex, Pasay City, Metro Manila, Philippines 1300
TSA Group

Pasay City, Metro Manila
Permanent
Full-time