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Operations Manager

₱60,000 - 85,000 per month
Managerial / Supervisory
With Business Certificates
Established in 2014
1001-5000 Employees
Cebu IT Park, Apas, Cebu City, Cebu
Total vacancies for this job title: 1
Posted On: July 16, 2021
Job ID: 380285


Do you aspire a rewarding career that lets you do more and achieve more? Unleash your full potential at work with TDCX, an award-winning and fast-growing BPO company.

Work with the world’s most loved brands and be with awesome, diverse people. Be home, belong, and start your journey to #BeMore!

Top reasons to work with TDCX:

  • Attractive remuneration, great perks, and performance incentives

  • Comprehensive medical, insurance, or social security coverage

  • Premium workspaces

  • Engaging activities and recognition programs

  • Strong learning and development plans for your career growth

  • Positive culture for you to #BeMore at work

  • Easy to locate area with direct access to public transport

  • Flexible working arrangements

  • Be coached and mentored by experts in your field

  • Join a global company with 25 years of experience and more than 270 industry awards

What is your mission?

  • Manages and improves day to day operations to ensure high standard of service is delivered to customers through performance monitoring, problem resolution, system audits and quality assurance measures

  • Ensures Performance targets, SLA’s and KPI’s are continually reviewed and expectations are met with optimum levels of quality and service delivery

  • Applies a wide range of tools to plan, analyze, and oversee the program’s performance to make sure there are improvements

  • Determines call center operational strategies by conducting exercises like performance reviews, capacity planning, and needs assessment

  • Identifies and promotes best practices, processes and systems and drives continuous improvement environment

  • Supervises, leads, coaches and inspires a team of team leaders and promotes continuous development geared towards meeting/exceeding performance and client expectations and for succession planning

  • Conducts FGDs with agents and Skip level sessions to encourage feedback and insight to enhance customer experience and to help improve day to day management

  • Communicates company goals so every employee understands his or her role

  • Writes and administers performance reviews for performance improvement and for employee development

  • Addresses disciplinary and/or performance problems following the company policy

  • Supports Talent Acquisition in the recruitment process by interviewing potential hires and outlining clear job expectations

  • Maintains consistent professional improvement through company provided workshops and trainings, tracking call center trends and active participation in team projects

  • Oversees and ensures conflict resolution between and/or among employees

  • Creates and maintains a high-quality of work environment and performance culture so employees are motivated to perform at their highest level

  • Ensures that all employees of the program uphold the Core Values of the Company and adheres to then Company’s Policy and Code of Discipline

  • Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives

  • Participates and supports company and program initiatives and engagement activities

  • Collaborates with other Team Members and Shared Services Teams to achieve goals and objectives of the program and to better support the employees

  • Builds and maintains a solid relationship with internal and external stakeholders

  • Maintains open and honest channels of communication at all levels across the business to facilitate best in class sharing and root cause analysis

  • Reviews processes and information and provide feedback, make suggestion/recommendations as to improvements across the program and the call center

  • Takes on admin tasks as necessary and as required (e.g. reports, roster, process documentation)

  • Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX

Who are we looking for?

  • Candidate must possess at least a College/Bachelor’s Degree in any field

  • Minimum of 3 years of experience as Operations Manager

  • Must have at least 1 year technical experience and 6 months of chat support experience

  • Proficiency with technology, especially computers, software applications, and phone systems

  • Exceptional verbal and written communication skills

  • Strong understanding of company products, policies, and services

  • Solid understanding of Call Center operations and functions, as well as business processes

  • Highly developed interpersonal and people management skills, including ability to interact with and influence people at all levels

  • Strong Knowledge of performance evaluation and customer service metrics

  • Excellent coaching, engagement and development of people skills

  • Excellent problem solving and analytical skills

  • Excellent Organizational and time-management skills

Who is TDCX?

We serve some of the world’s best brands from our centers of excellence in Singapore, Malaysia, Thailand, the Philippines, Hong Kong, China, Japan, Spain, Colombia, Romania, and India. We specialize in perfecting our clients’ customer experience and elevating their sales.

We are guided by a talent philosophy - selecting and employing the best professionals to make the outsource industry better for our people and our clients.

Our company has won over 270 industry awards for delivering value driven by technology and continuously innovating our customer-facing brand solutions. Thanks to our premium workspaces, above industry average compensation packages, career opportunities, and long list of perks, we were recently awarded as one of the best companies to work for in Asia.

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