Senior Operations Manager
Transcom
Senior Operations Manager
Transcom
Outsourced AI-driven CX solutions provider
Transcom is looking for talented individuals like you to join our awesome team! Be the next Sr. Operations Manager for our Transcom Bacolod site.
Join our Transcom Family as a Sr. Operations Manager!
Responsibilities:
The Sr. Operations Manager is responsible for the profit and growth of his/her business area through employee performance management, service delivery and client interaction. The position requires effective leadership and business execution for the following key focus areas. Additional responsibilities may be added as the needs of the
business change and expand:
Profit and Growth
• Deliver accurate data to produce the forecast
• Develop realistic budgets
• Ensure consistent financial follow-up
People
• Define needs for Team Leader recruitment in conjunction with HR.
• Be in charge of Team Leader development and support, and define Team Leader training needs.
• Set and follow up on quality and quantity targets for the allocated Clients/projects.
• Promote teamwork.
• Ensure that employee satisfaction is high and attrition is low within the allocated production unit.
• Develop and maintain effective performance management.
• Lead by example.
• Maintains a sound plan of corporate organization.
• Work with Human Resources to establish policies that will insure adequate management development and to provide for management succession.
Business
• Have a deep understanding of the price structure and the profitability goals of TWW.
• Ensure that price structures are communicated and understood by every member of his/her business unit.
• Proactively respond to variances in targets and service levels.
• Prepare and/or support preparation for commercial negotiations.
• Ensure that profitability is calculated accurately prior to agreement and all costs (including capital investments) are accounted for.
• Plan and implement expansions to current business.
• Plan for and implement new businesses.
• Drive negotiations toward agreement ensuring TWW risks and profit objectives are covered at all times.
• Ensure that revenue streams cover committed costs wherever possible.
• Ensures a continued positive relationship with the client by building a bridge to the client and evaluating the opportunities for growth.
• Grow revenue from existing clients and participants in securing new business as well as facilitate internal & client business reviews.
• Ensure clients satisfaction through continuous business improvements.
• Seek to increase client revenue and develop a partnership.
• Strategic alliance with client’s marketing strategy, knowledge ability of clients’ culture, legislation regulations, and market trends.
Culture
• Proactively promote the Transcom objectives.
• Ensure that TWW standard procedures are implemented and complied with at all times within his/her business area.
• Create an open and energetic culture within his/her business unit.
• Ensure that objectives are set for every member of his/her business area and production unit in line with Transcom and business objectives.
• Ensure a high level of morale and a sense of loyalty to TWW in each individual.
• Provide feedback to Corporate Governance on ideas for improving standards and processes.
Process and Integrity
• Continuously review procedures and implement improvements.
• Implement TWW standard practices.
• Ensure that demand forecasting is as accurate as possible and that resources deployed match demand effectively.
• Promote synergistic teamwork with the Business Support Team ensuring that all data is accurate and completed on time.
Communication
• Attend internal meetings with other staff of the contact center.
• Directly responsible for all communication with and support of Team Leaders.
• Pursue communication with Clients that have been allocated to the Operations Manager’s responsibility
What we are looking for:
To be successful in this role you must…
University degree or equivalent higher qualification
Work Experience:
Has led an operations team specific to customer service (Tech and Sales).
Has a keen eye for detail and is able to understand trends from data; can provide insight and is well versed in RCA
Has worked in a performance driven environment
Is proficient in dealing with clients, reading the room and understanding what the clients needs are
Should be familiar or have exposure to managing teams
Skills Requirements:
Can manage his/her time effectively and be focused on setting clear objectives and priorities.
Excellent communication skills
What's in it for YOU!
Driven by our "Malasakit" culture, we make certain that our team members are well-cared for. Hence we are providing these employee benefits, which you'll be able to utilize once you join our team!
Day 1 HMO
Meal & Transportation Allowance
Rice Subsidy
Clothing Allowance
24/7 Teleconsult
Free Psychologist Consultation
In-house & Online Pharmacy
Scholarship Program
Retirement Fund
Free Meal & Medicine (through Transcom’s Tap Card Rewards)
Loyalty Incentives
Accidental & Life Insurance
Free Shuttle Service
What Life at Transcom is like!At Transcom, we’re relentlessly committed to our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care, and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.
We are highly driven by our "Malasakit" culture. Transcom, in its very core, is all about an inclusive team that is focused on people. It all comes down to setting the bar for dignity, equality, and respect. It means that each one takes part in proactively shaping, cultivating, and building the company we want to work and live in. This is why genuine concern is so vital to us
Transcom provides outsourced customer experience services worldwide, serving more than 200 fast-growing e-commerce, technology, and internet brands. Its offerings combine AI-driven tools with managed support to handle customer inquiries, automate interactions, and improve satisfaction across regions in EMEA, APAC, and the Americas. Unlike many competitors, Transcom emphasizes scale, global reach, and sustainability, aligning with frameworks like the UN Global Compact and the UN Sustainable Development Goals while working with market disruptors under long-term contracts. The company’s goal is to help clients boost customer loyalty and operating efficiency, driving business growth and positive social impact for ambitious brands.
Explore more opportunities at Transcom