Senior Operations Manager - Cebu

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

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

What we're looking for

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

What you'll be doing

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

What we're looking for

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