Deskripsi Pekerjaan
About the Role:
As a Senior Operations Manager at Alorica in Davao City, you will be at the helm of our operational strategy. You will lead a talented group of Operations Managers and Team Managers, providing the direction and support needed to ensure our programs consistently deliver outstanding results. Your core focus will be on driving productivity, maintaining the highest quality standards, and exceeding client performance expectations.
Your Impact:
Your leadership will directly influence the success of multiple programs. By fostering a culture of accountability and continuous improvement, you will guide your management team to overcome challenges and seize opportunities. You will be the primary strategic partner to our clients, ensuring their goals are aligned with our operational execution. This is a critical role for a seasoned leader who understands the dynamics of a high-volume contact center environment.
What You'll Need to Succeed:
We are looking for a dynamic leader with a proven track record in BPO operations. The ideal candidate thrives on coaching and developing people, possesses sharp analytical skills, and has a deep understanding of contact center metrics. If you are a strategic thinker who can execute flawlessly while maintaining a people-first approach, this is the perfect opportunity for you.
Why Alorica?
- Global Leadership: Be part of a world-class CX organization.
- Career Growth: We promote from within and invest in our leaders.
- Competitive Package: Excellent salary, benefits, and incentives.
- Dynamic Culture: Work in a supportive and high-energy environment.
Ready to lead the charge? Apply now to become our next Senior Operations Manager in Davao City!
Tanggung Jawab
- Lead and mentor Operations Managers and Team Managers to achieve program KPIs.
- Drive productivity, quality, and customer satisfaction metrics across all shifts.
- Manage client relationships and ensure contractual performance targets are met or exceeded.
- Conduct strategic analysis of operational data to identify trends and implement corrective actions.
- Oversee P&L management, resource planning, and capacity management for assigned programs.
- Partner with HR, Training, and Quality Assurance to optimize talent development and retention.
- Prepare and deliver executive-level business reviews and performance reports.
Kualifikasi
- Bachelor's degree in Business, Management, or a related field.
- Minimum of 8 years of experience in BPO/Contact Center operations, with at least 4 years in a senior leadership capacity mentoring managers.
- Proven track record of managing large-scale programs (500+ FTEs) while hitting client SLAs.
- Strong business acumen with experience in P&L management and budgeting.
- Excellent communication, negotiation, and presentation skills.
- Certifications in Six Sigma, Lean, or PMP are a strong plus.
- Willingness to work a flexible schedule to support a 24/7 operation in Davao City.
- Deep understanding of contact center technologies and workforce management principles.