ph senior Operations Manager / channel managerTSA Group

Company Description
Who are we?
TSA is an Australian-owned business specialising in helping companies acquire, retain and grow their consumer customer bases. We represent some of the country's largest brands from across eight call centres in Australia and internationally.
We are currently looking for customer-centric superstars to join our vibrant and energetic team! At TSA, not only are we customer inspired but we are also about making you feel valued and appreciated.
We can't wait for you to join the TSA Team!
What should you expect from us?
Competitive salary package
Flexible to both working environments; whether on-site or work from home depending on business needs
Rotating shifts
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!
Job Description
The Senior Operations Manager (SOM) / Channel Manager (CM) is accountable for the overall performance and culture of TSA's Customer Engagement Centres. They are the key account manager for their channel, managing all operational matters with their client partners.
Their role is to execute the operational plan as defined by TSA's Executive and Group Leadership team to achieve the required commercial and people outcomes. They leverage their operational knowledge to develop robust strategies to optimise the profitability of their existing stream and build a strong talent pipeline to support growth.
They achieve this through setting a clear vision and direction for the entire Centre, coaching and developing their frontline leadership team, providing key performance, customer and competitor insights and turning these into actions or opportunities for the business and client.
Qualifications
Essential:
Minimum 5 years of Senior Leadership experience in a BPO industry
Demonstrated capability in managing contact centre teams, specialising in Inbound/Outbound voice solutions and/or digital 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
Extensive experience in commercial performance encompassing profit & losses management
Able to provide direction on conflicting agendas, priorities, and ambiguities to resolve complex situations, whilst maintaining a calm environment and remain in control
Must be technologically literate
Must be proficient in Microsoft Excel
Formal qualification - Degree or equivalent experience
Desirable:
Sales and Collections leadership experience
Product and systems knowledge
Personal Requirements:
Good Character - with integrity and sense of accountability
Highly motivated, goal/results orientated, focused and driven
Excellent communication skills and a collaborative style - Comfortable communicating with stakeholders and building relationships at all levels of the organisation
Excellent attention to detail
Must have sound judgement and decision making
Excellent time management
Belief that an excellent customer experience and advocacy is paramount
Strategic, Innovative, creative and a visionary
Impact/Influencing skills with the ability to respond to resistance with tenacity and integrity
Willing to challenge the status quo for the growth & development of the group
Willingness to undertake personal development and continuously learn
Willingness to travel and work on rotating rosters if required
Additional Information
Check out our social media pages:
Instagram: tsa_group_
SmartRecruiters

Pasay City, Metro Manila
Permanent
Full-time