Senior Operations Manager
URGENT HIRING: SENIOR OPERATIONS MANAGER One Call Solutions is looking for a high-level Senior Operations Manager with extensive BPO / Call Center leadership experience and a strong background in Data Analytics. The ideal candidate is a data-driven operations leader who can manage large-scale operations, lead multiple teams, improve business performance, and turn operational data into strategic decisions. KEY RESPONSIBILITIES BPO Operations Leadership – Lead multiple LOBs and ensure productivity, quality, service delivery, and SLA targets are consistently achieved. Data Analytics & Business Insights – Use operational data to identify trends, performance gaps, risks, root causes, and improvement opportunities. KPI & Performance Management – Drive performance across critical KPIs, including SLA, CSAT, NPS, AHT, FCR, productivity, utilization, quality, attendance, and retention. Reporting & Business Intelligence – Oversee executive dashboards, scorecards, forecasts, and performance reporting to support strategic decisions. Strategic & Process Improvement – Develop operational strategies and drive process improvements, automation, and efficiency initiatives. Financial & P&L Management – Manage operational budgets, control costs, and identify opportunities to improve profitability. Leadership & People Development – Lead and develop Operations Managers, Team Leaders, Analytics leaders, and other key operational teams. Client & Stakeholder Management – Manage client relationships and lead WBRs, MBRs, and QBRs with clear performance insights and action plans. JOB SPECIFICATIONS 5–7+ years of BPO / Call Center Operations experience , with significant management responsibility. 3+ years of senior leadership experience , preferably managing multiple teams, accounts, LOBs, or large-scale operations. Strong Data Analytics and Business Intelligence background with the ability to turn data into actionable business strategies. Strong expertise in BPO KPIs, SLAs, Workforce Management, Quality, Customer Experience, and Performance Management . Proficiency in Advanced Excel with experience using Power BI, Tableau, SQL, Looker Studio, or similar BI/analytics tools . Strong experience in strategic planning, financial/P&L management, process improvement, and operational decision-making . Proven ability to communicate and present business performance, analytics, and recommendations to executives, clients, and U.S.-based stakeholders . Excellent leadership, coaching, communication, presentation, problem-solving, and client management skills . Bachelor’s degree in Business, Management, Data Analytics, Business Analytics, Information Systems, or a related field preferred. Lean Six Sigma, PMP, COPC, Power BI, Data Analytics, or related certifications are a strong advantage. BIG PLUS: Experience in Healthcare, Medical Transportation / NEMT, Transportation Dispatch, Workforce Management, or U.S.-based BPO operations . OFFICE LOCATIONS Main Office: Eastwood, Quezon City Temporary Reporting Office: Batasan Hills, Quezon City WE’RE LOOKING FOR A SENIOR OPERATIONS MANAGER WHO COMBINES STRONG BPO LEADERSHIP WITH DATA ANALYTICS EXPERTISE TO DRIVE PERFORMANCE, IMPROVE OPERATIONS, AND SUPPORT DATA-DRIVEN BUSINESS DECISIONS. JOIN ONE CALL SOLUTIONS AND LEAD WITH DATA. DRIVE RESULTS. BUILD HIGH-PERFORMING TEAMS. Pay: Php40,000.00 - Php70,000.00 per month Benefits: Company Christmas gift Company events Flexible schedule Health insurance Opportunities for promotion Promotion to permanent employee Work Location: In person
Наблюдалась 2026-09-15, впервые 2026-09-11, найдена на 2 площадках, источник — Indeed.