senior Operations ManagerNeksjob Corporation

Job Description
Senior Operations Manager
We are seeking a highly skilled and experienced Senior Operations Manager to oversee the day-to-day operations of our contact center in Cagayan de Oro. The ideal candidate will have a proven track record in a similar capacity within a contact center environment, leading a team of 500-600 FTEs. Experience in handling the Singapore market is preferred, and candidates with experience in Malaysian or other Southeast Asian accounts will also be considered. The successful candidate must possess a strong leadership presence, excellent business acumen, and be willing to report on-site with occasional travel requirements.
Responsibilities:
Develop and implement operational strategies to optimize efficiency, productivity, and profitability in the contact center.
Lead and manage a team of 500-600 FTEs, providing guidance, coaching, and support to achieve operational targets.
Ensure the delivery of exceptional customer service, meeting or exceeding client expectations.
Monitor key performance indicators (KPIs) and operational metrics to assess performance and identify areas for improvement.
Collaborate with cross-functional teams to align operational activities with organizational goals.
Identify process improvement opportunities and implement initiatives to enhance operational efficiency and cost-effectiveness.
Manage relationships with clients, stakeholders, and vendors to ensure successful delivery of services.
Ensure compliance with industry regulations, standards, and legal requirements.
Prepare regular reports and presentations on operational performance, trends, and improvement opportunities for senior management.
Qualifications:
Bachelor's degree in business administration, operations management, or a related field.
Minimum 3-5 years of experience in a similar capacity or role within a contact center environment, preferably with experience leading a team of 500-600 FTEs.
Strong understanding of the contact center industry and business dynamics.
Proven experience in handling the Singapore market; experience with Malaysian or other Southeast Asian accounts is a plus.
Excellent leadership skills with a strong presence and ability to motivate and inspire a large team.
Demonstrated business acumen in a contact center environment, with a focus on driving operational excellence.
Exceptional communication and interpersonal skills, with the ability to interact effectively with stakeholders at all levels.
Analytical mindset with the ability to analyze complex data, identify trends, and make data-driven decisions.
Flexibility to report on-site and travel occasionally as required.
Salary and Benefits:
The expected salary range for this position is 130,000-180,000K package, commensurate with experience and qualifications. Relocation assistance is available for candidates outside of Cagayan de Oro.