Operations Manager

The Operations Manager (OM) is a critical leader of leaders within TSA’s Customer Engagement Centre. They motivate, inspire and engage their team of Team Leaders (TL) to ensure each team is able to deliver the required performance and outcomes as defined by TSA and our client.

The OM will be responsible for the Intraday performance management across Contact Centre teams through various channels, including telephone, direct mail, email, webchat and social media; Team leadership, coaching, development and engagement; Operational Excellence; and Customer Advocacy centre results.

The OM also contributes strategically by collaborating with the Channel Manager to improve operational efficiency and expertise to exceed both TSA and Client objectives for the program.

• Minimum 2 years direct management experience in a BPO industry
• Experience as Frontline Leader for an end-to-end case management campaign, an advantage
• Experience as Operations Manager outside of TSA, an advantage
• Proven leadership experience
• Demonstrated capability in managing contact centre teams, specializing in Front of House Solutions
• Proven track record in building and maintaining a positive, inclusive and professional ‘best practice’ sales and service culture across teams
• Demonstrated ability to build, lead, coach, develop & inspire a team to provide growth
• Ability to build effective relationships with key internal & external stakeholders
• Ability to plan, execute and deliver results
• Able to provide direction on conflicting agendas, priorities, and ambiguities to resolve complex situations, whilst maintaining a calm environment and remaining in control
• Excellent written and verbal communication skills
• Strong strategic thinking, problem solving and decision making skills
• Strong conflict resolutions skills
• Commercial acumen
• Strong influence and persuasiveness
• Self-managed
• Openness and willingness to learning and continuous development
• Technology literate
• Proficient in Microsoft Excel

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14F Five E-com Center, Harbor Drive, Mall of Asia Business Complex, Pasay City, Metro Manila, Philippines 1300