Senior Operations Manager - Angeles at Alorica · Angeles

Lead and optimize contact center operations by driving performance, enhancing customer satisfaction, and developing high-performing teams. The Senior Operations Manager is responsible for operational excellence, workforce management, stakeholder collaboration, and continuous improvement while ensuring compliance with company standards and business objectives.

About the role

Alorica is seeking a talented and experienced Senior Operations Manager to oversee the smooth and efficient running of our contact centre operations. As a key member of the management team, you will be responsible for driving operational excellence, ensuring exceptional customer service, and leading a team of dedicated professionals. This is a full-time, on-site role based in Cebu Central Visayas.

What you'll be doing

1. Oversee the day-to-day operations of the contact centre, including workforce planning, resource allocation, and performance management
2. Develop and implement strategies to improve operational efficiency, productivity, and customer satisfaction
3. Lead and motivate a team of team leaders, supervisors, and agents, providing coaching, training, and support
4. Collaborate with other departments, such as Quality Assurance and Training, to ensure consistent service delivery
5. Monitor and analyse key performance indicators, identifying areas for improvement and implementing corrective actions
6. Ensure compliance with relevant policies, procedures, and industry regulations
7. Foster a positive and engaged work environment that promotes employee well-being and professional development

What we're looking for

1. Minimum 5 years of experience in a senior operations or contact centre management role
2. Proven track record of leading and developing high-performing teams in a fast-paced, customer-centric environment
3. Excellent problem-solving, decision-making, and conflict resolution skills
4. Strong understanding of contact centre operations, including workforce management, quality assurance, and performance management
5. Proficient in data analysis and reporting, with the ability to use insights to drive continuous improvement
6. Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams
7. Familiarity with relevant industry regulations and best practices

Responsibilities

What you'll be doing

1. Oversee the day-to-day operations of the contact centre, including workforce planning, resource allocation, and performance management
2. Develop and implement strategies to improve operational efficiency, productivity, and customer satisfaction
3. Lead and motivate a team of team leaders, supervisors, and agents, providing coaching, training, and support
4. Collaborate with other departments, such as Quality Assurance and Training, to ensure consistent service delivery
5. Monitor and analyse key performance indicators, identifying areas for improvement and implementing corrective actions
6. Ensure compliance with relevant policies, procedures, and industry regulations
7. Foster a positive and engaged work environment that promotes employee well-being and professional development

Qualifications

What we're looking for

1. Minimum 5 years of experience in a senior operations or contact centre management role
2. Proven track record of leading and developing high-performing teams in a fast-paced, customer-centric environment
3. Excellent problem-solving, decision-making, and conflict resolution skills
4. Strong understanding of contact centre operations, including workforce management, quality assurance, and performance management
5. Proficient in data analysis and reporting, with the ability to use insights to drive continuous improvement
6. Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams
7. Familiarity with relevant industry regulations and best practices