Operations Manager

About the role

MicroSourcing is looking for an Operations Manager to lead its night‑shift call centre at the Harton Corporate Centre in Parañaque. You will be responsible for ensuring that team leads and agents meet service level agreements, customer satisfaction targets and efficient call handling.

Key responsibilities

• Direct daily call‑centre activities, monitoring SLAs, CSAT scores and average handle times.
• Coach and mentor Team Leaders, conduct performance reviews and develop succession plans.
• Optimize call flows, routing rules and staffing schedules to maximise operational efficiency.
• Oversee high‑priority customer escalations and resolve system‑level bottlenecks.
• Collaborate with HR, IT and logistics teams to align staffing, software tools and service delivery.
• Analyse performance data, manage operational budgets and present weekly metrics to senior leadership.

Required profile

• Minimum 3 years of experience managing call‑centre operations or similar operational departments.
• Strong analytical ability to interpret KPIs such as AHT, FCR, occupancy and shrinkage.
• Proven problem‑solving skills in high‑pressure environments.
• Availability to work full‑time night‑shift hours (40‑50+ hours per week).

Required skills

• Proficiency with CRM systems.
• Experience using workforce‑management tools.
• Knowledge of ACD (Automatic Call Distribution) platforms.
• Advanced Excel and MS Office skills.

What we offer

• Above‑market compensation with performance bonuses.
• Healthcare coverage from day one for you and dependents.
• Paid time‑off with cash conversion and group life insurance.
• Opportunities for continuous learning, career growth and inclusive teamwork.