{"id":1623088,"url":"https://alion.io/job/intouchcx-operations-manager","title":"Operations Manager","company":{"id":1795301,"name":"IntouchCX","domain":"intouchcx.com","url":"https://alion.io/company/intouchcx","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Dayforce","truth_index":{"grade":"B","score":75,"open_postings":62,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-02T05:45:00Z"}},"role":"Management","role_family":"Management","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cebu City, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":19500,"max_usd":42000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":3027},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-22T18:00:00Z","employer_posted_date":"2026-10-01","last_verified_at":"2026-10-02T09:53:36Z","board_verified":true,"closed_at":null,"days_open":10,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":10},"description":"About the Job\n\nWe’re searching for an Operations Manager to direct and manage all operational activities for certain programs while contributing to the campus’s overall strategic direction. This role will execute day-to-day operational activities including managing Key Performance Indicators (KPIs), managing Service Levels and coaching and recruiting Team Leaders.\nAs Operations Manager, You Will…\nEnsure proper planning, staffing and direction of the operational functions\nManage and supervise teams\nEnsure proficient training, professional development and employee engagement to prepare, grow and retain employees\nManage operational performance to meet KPI targets and Service Level Agreements through optimum quality and service\nAnalyze various reports and statistical data to measure production levels and identify root causes for underperforming areas \nDevelop customized reporting to measure and track operational statistics, data and results\nDevelop solutions to improve business performance and partner success\nUse analytics, investigation and reasoning to quickly develop solutions for ad hoc issues\nMotivate teams through relationship building and real-time coaching\nDevelop and deploy incentive programs to motivate employees to achieve desired outcomes\nAuthorize and coordinate changes in staffing schedules by collaborating with the Operations Support Team and/or Workforce Management Team\nCollaborate with other departments within the organization (HR, IT, etc) to resolve issues \nBring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings\nAs Operations Manager, You Have…\nCompletion of post-secondary education (a major in Business or Commerce will be considered an asset)\nA minimum of 5 years of experience in the contact center industry \nAt least 3 years of experience in an Operations Management role overseeing front-line employees\nExperience in client relationship management and employee development/coaching\nExperience dealing with escalated issues in a contact center capacity\nThe ability to successfully work across cross-functional teams\nA positive work ethic and commitment to achieve the best possible outcomes \nThe passion to be a role model that exemplifies our 10 Things (cultural values) \nPossess exceptional time management, organizational and prioritization skills to complete work in a timely manner\nExcellent communication skills; listening, verbal and written\nAbility to assess the “big picture” and draw connections between inputs and outputs\nPossess leadership qualities such as critical thinking and problem solving to aid in overcoming difficult situations \nAbility to use spreadsheet applications to maintain and develop operational and financial data reporting\nAbility to type 30 WPM with accuracy\nAbility to work both independently and in a team setting within a fast-paced, entrepreneurial environment\nStrong knowledge of Google Suite (Sheets, Slides, Docs, Drive) preferred","description_format":"text","description_chars":2968,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":3,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Professional Services","Business Process Outsourcing (BPO)"],"lifecycle":[{"event":"open","at":"2026-10-01T20:52:45Z"}],"liveness":{"score":62,"band":"ok","label":"Likely open","p_open":1,"p_active":0.623,"p_room":1,"age_days":9,"expected_fill_days":30,"reasons":["conf:8","stale_co","wave","win:early","comp:brand"],"computed_at":"2026-10-02T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/intouchcx-operations-manager","json_url":"https://alion.io/job/intouchcx-operations-manager.json","meta":{"generated_at":"2026-10-03T02:34:47Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":2754,"day_limit":5000,"remaining_today":2246,"minute_limit":60,"resets_at":"2026-10-04T00:00:00Z"}}}