Operations Manager

Transcom is looking for talented individuals like you to join our awesome team! Be the next Operations Manager for our Transcom Pasig site.

Join our Transcom Family as an Operations Manager!

The Operations Manager is responsible for the end-to-end performance of their assigned program. You aren't just managing people; you are managing the profitability and efficiency of the business unit. This role requires a data-driven leader who can translate complex client requirements into actionable team goals.

Essential Duties & Responsibilities:

⮚Performance Engineering: Monitor and optimize key metrics (KPIs) such as Average Handle Time (AHT), Quality Scores, Customer Satisfaction (CSAT/NPS), and First Call Resolution (FCR).

⮚Strategic Planning: Forecast staffing requirements and manage real-time adherence to ensure optimal "Engine" performance during peak volumes.

⮚Stakeholder Management: Act as the primary point of contact for clients, delivering performance reviews (MBRs/QBRs) and managing expectations.

⮚P&L Oversight: Drive cost-optimization strategies, reduce shrinkage/attrition, and ensure the account remains profitable.

⮚Leadership & Development: Mentor Team Leaders and supervisors, fostering a culture of high performance and continuous improvement.

What we are looking for:

To be successful in this role you must…

Experience & Education

• Proven Track Record: At least 5+ years of experience in BPO operations, with a minimum of 2 years in a leadership role (Assistant Manager or Ops Manager level)
• Domain Expertise: Familiarity with the specific industry vertical (e.g., Tech Support, Fintech, Healthcare, or E-commerce).
• Academic Background: Bachelor’s degree in Business Administration, Management, or a related field (MBA is a plus).

Technical & Analytical Skills

• Data Proficiency: Advanced skills in Excel/Google Sheets and BI tools (Tableau, PowerBI) to interpret raw data into trends.
• Process Improvement: Knowledge of Lean Six Sigma or COPC (Customer Operations Performance Center) methodologies is highly preferred.
• Tool Savvy: Experience with CRM software (Salesforce, Zendesk) and Workforce Management (WFM) tools like Verint or Nice.

What Life at Transcom is like!

Transcom is a firm believer in putting people first. We have cultivated a culture of focusing on and caring for our employees, ensuring that they are provided with rewards, privileges, and amenities that are relevant, valuable, and easily available.

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.