{"id":2306402,"url":"https://alion.io/job/transcom-operations-manager-manila-philippines","title":"Operations Manager - Manila, Philippines","company":{"id":5420,"name":"Transcom","domain":"transcom.com","url":"https://alion.io/company/transcom","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Avature","truth_index":null},"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":"explicit","locations":["Davao City, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Google Sheets","optional":true},{"name":"Power BI","optional":true}],"status":"live","first_seen_at":"2026-10-11T23:04:03Z","employer_posted_date":"2026-10-11","last_verified_at":"2026-10-13T16:19:59Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Description\nTranscom is looking for talented individuals like you to join our awesome team! Be the next Operations Manager for our Transcom Pasig site.\nJoin our Transcom Family as an Operations Manager!\nThe Operations Manager is responsible for the end-to-end performance of their assigned program. You aren't just managing people; you are managing the profitability and efficiency of the business unit. This role requires a data-driven leader who can translate complex client requirements into actionable team goals.\nEssential Duties & Responsibilities:\n⮚Performance Engineering: Monitor and optimize key metrics (KPIs) such as Average Handle Time (AHT), Quality Scores, Customer Satisfaction (CSAT/NPS), and First Call Resolution (FCR).\n⮚Strategic Planning: Forecast staffing requirements and manage real-time adherence to ensure optimal \"Engine\" performance during peak volumes.\n⮚Stakeholder Management: Act as the primary point of contact for clients, delivering performance reviews (MBRs/QBRs) and managing expectations.\n⮚P&L Oversight: Drive cost-optimization strategies, reduce shrinkage/attrition, and ensure the account remains profitable.\n⮚Leadership & Development: Mentor Team Leaders and supervisors, fostering a culture of high performance and continuous improvement.\nWhat we are looking for:\nTo be successful in this role you must…\nExperience & Education\nProven Track Record: At least 5+ years of experience in BPO operations, with a minimum of 2 years in a leadership role (Assistant Manager or Ops Manager level)\nDomain Expertise: Familiarity with the specific industry vertical (e.g., Tech Support, Fintech, Healthcare, or E-commerce).\nAcademic Background: Bachelor’s degree in Business Administration, Management, or a related field (MBA is a plus).\nTechnical & Analytical Skills\nData Proficiency: Advanced skills in Excel/Google Sheets and BI tools (Tableau, PowerBI) to interpret raw data into trends.\nProcess Improvement: Knowledge of Lean Six Sigma or COPC (Customer Operations Performance Center) methodologies is highly preferred.\nTool Savvy: Experience with CRM software (Salesforce, Zendesk) and Workforce Management (WFM) tools like Verint or Nice.\nCompetencies\n1.Resilience - Ability to thrive in a 24/7 high-pressure environment with shifting priorities.\n2.Analytical Thinking - Moving beyond \"what happened\" to \"why it happened\" and \"how to fix it.\"\n3.Effective Communication - Ability to present complex data clearly to both internal teams and external clients.\n4.Conflict Resolution - Skilled at navigating interpersonal issues and complex client negotiations.\nWhat's in it for YOU!\nDriven by our \"Malasakit\" culture, we make certain that our team members are well-cared for. Hence we are providing these employee benefits, which you'll be able to utilize once you join our team!\nDay 1 HMO\n\nMeal & Transportation Allowance*\n\nRice Subsidy*\n\nClothing Allowance*\n\n24/7 Teleconsult\n\nFree Psychologist Consultation\n\nIn-house & Online Pharmacy\n\nScholarship Program\n\nRetirement Fund\n\nFree Meal & Medicine (through Transcom’s Tap Card Rewards)\n\nLoyalty Incentives\n\nAccidental & Life Insurance\n\nFree Shuttle Service\n\n*Note: Applicable to Level 1 & 2 positions only.What Life at Transcom is like!\nTranscom is a firm believer in putting people first. We have cultivated a culture of focusing on and caring for our employees, ensuring that they are provided with rewards, privileges, and amenities that are relevant, valuable, and easily available.\nWe are highly driven by our \"Malasakit\" culture. Transcom, in its very core, is all about an inclusive team that is focused on people. It all comes down to setting the bar for dignity, equality, and respect. It means that each one takes part in proactively shaping, cultivating, and building the company we want to work and live in. This is why genuine concern is so vital to us.","description_format":"text","description_chars":3848,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":2,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":["Life insurance"],"hiring_locations":[{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process Outsourcing (BPO)","Call Center Services"],"lifecycle":[{"event":"open","at":"2026-10-11T23:04:03Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":1,"expected_fill_days":28,"reasons":["conf:0","win:early","comp:brand"],"computed_at":"2026-10-13T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/transcom-operations-manager-manila-philippines","json_url":"https://alion.io/job/transcom-operations-manager-manila-philippines.json","meta":{"generated_at":"2026-10-13T19:03:07Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":29172,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":5420},"rest":"https://alion.io/mcp/rest/get_company?id=5420"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftranscom-operations-manager-manila-philippines"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ftranscom-operations-manager-manila-philippines"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ftranscom-operations-manager-manila-philippines"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/transcom-operations-manager-manila-philippines\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftranscom-operations-manager-manila-philippines"}]}