Sr. Operations Manager

Logistics, Sales & Operations · Sales & Business Development · Sales Management

In short

Transcom is seeking an experienced Sr. Operations Manager for their Davao, Philippines site. This role is responsible for driving profit and growth through effective employee management, service delivery, and client interaction. The ideal candidate will have a university degree, experience leading customer service operations, and strong communication and leadership skills.

Responsibilities

Manage the profit and growth of a business area through employee performance, service delivery, and client interaction.
Deliver accurate data for forecasting and develop realistic budgets.
Ensure consistent financial follow-up and accurate profitability calculations.
Define recruitment needs and support team leader development and training.
Set and follow up on quality and quantity targets for clients/projects.
Promote teamwork, ensure high employee satisfaction, and low attrition.
Develop and maintain effective performance management.
Lead by example and maintain a sound corporate organization plan.
Proactively respond to variances in targets and service levels.
Prepare for commercial negotiations and drive negotiations towards agreement.
Plan and implement expansions and new businesses.
Ensure client satisfaction through continuous business improvements and seek to increase client revenue.
Build strategic alliances with clients, understanding their culture, legislation, and market trends.
Proactively promote Transcom objectives and ensure TWW standard procedures are implemented.
Create an open and energetic culture within the business unit.
Set objectives for all team members in line with business goals.
Provide feedback to Corporate Governance on process improvements.
Continuously review procedures and implement improvements.
Ensure accurate demand forecasting and effective resource deployment.
Attend internal meetings and communicate directly with Team Leaders and Clients.

Requirements

University degree or equivalent higher qualification.
Experience leading an operations team specific to customer service (Telco and Sales).
Keen eye for detail and ability to understand trends from data; can provide insight and is well versed in RCA.
Experience working in a performance-driven environment.
Proficient in dealing with clients, reading the room and understanding client needs.
Familiarity or exposure to managing teams.
Ability to manage time effectively and focus on setting clear objectives and priorities.
Excellent communication skills.

Benefits

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

Skills

Performance ManagementClient Relationship ManagementFinancial AnalysisForecastingBudgetingTeam LeadershipRecruitmentTrainingNegotiationBusiness DevelopmentProcess ImprovementCommunicationRoot Cause Analysis

#Operations Management#Leadership#Customer Service#Call Center

About Transcom

Transcom provides digitally enhanced customer experience (CX) services to some of the world's most ambitious brands. More than 300 clients globally, including disruptive e-commerce players, category redefining fintechs, and technology legends rely on us for on-, off-, and nearshoring services. Transcom’s over 33,000 employees work in 90 contact centers and work-at-home networks across 28 countries, creating brilliant experiences in customer care, sales, content moderation, and backoffice services. We help our clients drive their brands forward, customer satisfaction up, and operating costs…

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