ph Operations Manager (pioneer us telco) *10k signing bonusTSA 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
WFH set-up but amenable to on-site work as needed
Graveyard rotational roster
HMO coverage with free dependent
Life Insurance Coverage
Pioneer US Telco campaign
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!
Full time roles 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. They drive Training & Development - works with Learning & Development to formulate and execute succession planning and structured employee development program
The OM will be responsible for the Intraday performance management across teams; Team leadership, coaching, development and engagement; Operational Excellence; and Customer Advocacy centre results. They also manage the overall Engagement Accountability (Delivery Management) - meets or exceeds contractual Service Level Agreements (SLA) consistently.
The OM conducts P&L Management - prepares annual, quarterly and monthly revenue and cost estimates, monitors and controls P&L items regularly to achieve financial goals, also responsible for responsible of triggering BCP Engagement as the need arises
The OM also contributes strategically by collaborating with the Senior Operations Manager/Channel Manager to improve operational efficiency and expertise to exceed both TSA and Client objectives for the program.
Qualifications
Minimum 2 years direct management experience in a BPO industry
Experience as an Operations Manager, ideally in a Tech Support/US Telco LOB
Demonstrated capability in managing contact centre teams, specializing in Front of House Solutions
Proven track record in building and maintaining a positive, inclusive and professional 'best practice' sales and service culture across teams
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
Commercial acumen
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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