Operations Manager – Call Center

About the role

The Operations Manager will lead a team of Call Center Supervisors, driving performance, customer satisfaction, and employee retention at our Clark, Pampanga site. You will combine strategic oversight with hands‑on execution to ensure high‑quality service and sales outcomes.

Key responsibilities

• Lead Call Center Supervisors, providing direction, support, and career development.
• Improve customer satisfaction, productivity, and performance of Customer Service Representatives.
• Drive performance standards comparable to a Senior Operations Manager using data‑driven decision making.
• Monitor KPIs in real time, take immediate corrective actions, and develop monthly action plans when targets are missed.
• Collaborate with Quality Assurance and Training teams to identify floor gaps and implement preventive solutions.
• Manage a high volume of escalations and ensure disciplined accountability.
• Provide strategic sales leadership in a hardcore sales environment, focusing on high‑level execution rather than call listening.

Required profile

• 5‑8 years of call‑center experience, including 3‑5 years in a managerial role.
• 2‑3 years of direct experience managing Call Center Supervisors.
• Proven leadership, motivational, and people‑management skills.
• Strong sales background, preferably in telecom.
• Strategic mindset with hands‑on execution capability.

Required skills

• Experience with Automatic Call Distribution (ACD) systems.
• Workforce management and agent productivity tools.
• Quality management tools.
• Proficiency in the Microsoft Office suite.