{"id":90023,"date":"2026-04-16T03:01:27","date_gmt":"2026-04-15T18:01:27","guid":{"rendered":"https:\/\/rcx-recruitment.com\/candidate\/en\/jobs\/47858\/"},"modified":"2026-04-16T03:01:27","modified_gmt":"2026-04-15T18:01:27","slug":"47858","status":"publish","type":"job","link":"https:\/\/rcx-recruitment.com\/candidate\/en\/jobs\/47858\/","title":{"rendered":"Senior Operations Manager Division(500-800)\u3010Pasig\u3011"},"content":{"rendered":"","protected":false},"featured_media":0,"template":"","meta":{"_acf_changed":false,"_editorskit_title_hidden":false,"_editorskit_reading_time":0,"_editorskit_is_block_options_detached":false,"_editorskit_block_options_position":"{}","swell_btn_cv_data":""},"categories":[],"class_list":["post-90023","job","type-job","status-publish","hentry"],"acf":{"ID":47858,"country":"Philippines","city":"Pasig","salary_min":170000,"salary_max":180000,"currency":"PHP","industry":"BPO \/ IT BPO \/ Call Center","job_description":"\u30fbOPERATIONS \n\uf0b7 Manage the operational floor and implement business plans to optimize seat \nutilization and workforce efficiency. \n\uf0b7 Drive adherence to industry best practices to enhance service delivery and \nidentify opportunities for business expansion. \n\uf0b7 Ensure service level agreements (SLAs), key performance indicators (KPIs), and \nclient expectations are consistently met or exceeded. \n\n\u30fbTEAM DEVELOPMENT \n\uf0b7 Develop and implement strategic plans for continuous upskilling and talent \ndevelopment within the team. \n\uf0b7 Foster team synergy through structured career development paths, regular \nperformance evaluations, and mentorship programs. \n\uf0b7 Promote a culture of collaboration, accountability, and innovation to drive \nhigh-performing teams. \n\n\u30fbCLIENT RELATIONSHIP \n\uf0b7 Strengthen client relationships through effective communication, \nunderstanding client needs, and delivering tailored solutions. \n\uf0b7 Act as a trusted advisor to clients, providing actionable insights and strategies \nfor their business growth and expansion. \n\uf0b7 Ensure transparency and alignment between client objectives and operational \ndeliverables. \n\n\u30fbBUSINESS PLANNING \n\uf0b7 Develop and execute comprehensive business strategies to optimize revenues, \ncontrol costs, and ensure profitability. \n\uf0b7 Design sustainable business expansion plans, considering market trends, client \nopportunities, and resource optimization. \n\uf0b7 Conduct regular business reviews and align operational strategies with \norganizational goals.\n\n\u30fbDAILY \n\uf0b7 Develop and enhance the coaching skills of all leaders to ensure \neffective mentorship and talent development. \n\uf0b7 Handle escalated transactions from clients, customers, or team \nmembers, ensuring swift resolution and alignment with company \nstandards. \n\uf0b7 Monitor and review operational performance metrics, ensuring daily \ntargets and SLAs are consistently met. \n\uf0b7 Plan and approve leave requests from all levels, ensuring proper \nworkforce coverage and adherence to scheduling needs. \n\uf0b7 Conduct quick stand-up meetings or huddles to communicate \nimmediate priorities or address operational issues. \n\n\u30fbWEEKLY\/ MONTHLY\/ QUARTERLY\/ANNUALY \n\uf0b7 Update team members on process and policy changes, ensuring \nalignment with client and organizational requirements. \n\uf0b7 Participate in or organize weekly meetings to discuss project updates, \nprocess improvements, and team performance. \n\uf0b7 Oversee and prepare detailed reports, such as Operations Health \nCheck, Early Warning System (EWS) analysis, and other key \nperformance reviews. \n\uf0b7 Analyze and compute project profit and loss, providing actionable \ninsights for budget optimization and cost control. \n\uf0b7 Conduct regular attrition analyses, collaborating with operations \nteams to identify trends and implement retention strategies. \n\uf0b7 Lead performance reviews with team leaders, offering actionable \nfeedback and guidance to meet long-term goals. \n\uf0b7 Plan and execute quarterly business reviews (QBRs) with clients and \nstakeholders, ensuring transparency and alignment with objectives.\n\n\u30fbOTHERS\n\uf0b7 Facilitate discussions on probationary scorecards, operational policies, \nand expectations to promote continuous improvement. \n\uf0b7 Prepare, develop, and present comprehensive project performance \nupdates and recommendations to clients and senior management. \n\uf0b7 Regularly evaluate team capacity and recommend staffing \nadjustments to meet dynamic project needs. \n\uf0b7 Stay informed on industry trends and provide strategic \nrecommendations for innovations and process improvements. \n\uf0b7 Support the design and implementation of employee engagement \ninitiatives to boost morale and productivity. ","requirement":"\u3010MUST\u3011\n\u30fbBachelor\u2019s degree or equivalent from a four-year university.\n\u30fbMinimum of 10 years of experience in the multinational BPO \/ Call Center industry.\n\u30fbAt least 5 years of experience in a similar or related leadership role.\n\u30fbExtensive knowledge and practical experience in managing both voice and non-voice contact center functions.\n\u30fbFinancial Planning: Proficient in developing business and financial plans, including client-based forecasting and workforce planning.\n\u30fbProblem Solving: Skilled in Root Cause Analysis (RCA) and the execution of improvement plans.\n\u30fbFlexibility: Willing and able to work at any TCAP site.\n\n\u3010PREFERED\u3011\n\u30fbLean Six Sigma: Possession of certification and the ability to drive process improvement and operational efficiency is a strong advantage.\n\n\u3010Personal Skills\u3011\n\u30fbLevel 5 (Expert): Accountability, Clear Communication, Conflict Resolution, Leadership, Decision Making, Critical Thinking, and Stress Tolerance.\n\u30fbMaintain composure and resilience in challenging and dynamic environments.\n\n\u3010Operational Skills\u3011\n\u30fbLevel 5 (Expert): Customer Service \/ Contact Center Operations, Workforce Management (Forecasting & Scheduling), Crisis Management, Performance Management, and Negotiation Skills.\n\u30fbProvide rapid and effective solutions to operational crises to minimize service disruptions.\n\n\u3010Strategic Skill\u3011\n\u30fbLevel 5 (Expert): Knowledge of Client Products & Services, Analytical & Logical Thinking, and Client & Stakeholder Management.\n\u30fbStay abreast of competitor activities and market demands, and adapt strategies accordingly.","english_level":"Business Level","other_language":"Tagalog","benefit":"\u30fbPhilippine Statutory Benefits\n\u30fbDay 1 Free HMO (principal) + 1 free dependent (upon reg) + 2 optional dependent shouldered by employee (upon reg)\n\u30fbEmergency Leave benefit available Day 1\n\u30fbDay 1 - Rice Allowance (Php1,500)","working_hour_start":"shifting schedules","working_hour_end":"shifting schedules","holiday":"Based on project requirements; candidates must be open to working any day of the week (standard 2 rest days per week)","job_category":"Top Management","japanese_level":"None","img_url":"","position":"Manager","area":"Metro Manila"},"_links":{"self":[{"href":"https:\/\/rcx-recruitment.com\/candidate\/en\/wp-json\/wp\/v2\/job\/90023","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/rcx-recruitment.com\/candidate\/en\/wp-json\/wp\/v2\/job"}],"about":[{"href":"https:\/\/rcx-recruitment.com\/candidate\/en\/wp-json\/wp\/v2\/types\/job"}],"wp:attachment":[{"href":"https:\/\/rcx-recruitment.com\/candidate\/en\/wp-json\/wp\/v2\/media?parent=90023"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/rcx-recruitment.com\/candidate\/en\/wp-json\/wp\/v2\/categories?post=90023"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}