Operations Manager – Retail (Cubao, QC)

About the role

The Operations Manager – Retail will oversee the day‑to‑day activities of a non‑exempt work group in Cubao, ensuring high‑quality service delivery for client accounts while supporting the organization’s operational goals.

Key responsibilities

• Lead and develop team leaders and their representatives to meet performance and quality standards.
• Maintain optimal productivity and service‑level targets, monitoring attendance and behavior.
• Manage account‑related issues, monitor and analyze call‑centre data, and produce performance reports.
• Identify and resolve performance, behavior, or attendance concerns using established management techniques.
• Handle staffing, hiring, and subject‑matter expertise responsibilities.
• Conduct regular team meetings and communicate process or client changes promptly.

Required profile

• Current management knowledge with strong employee motivation techniques.
• Understanding of key performance indicators and ability to drive appropriate behaviours.
• Excellent communication, customer‑service, leadership and interpersonal skills.
• Effective organizational, time‑management and problem‑solving abilities.
• Capability to create, interpret and analyse reports and make fast, high‑quality decisions.
• Willingness to work a flexible (graveyard/shift) schedule.