Senior Operations Manager - With BPO Collections Account Experience

About the roleAlorica Teleservices, Inc. is seeking an experienced Senior Operations Manager for our Collection Account to join our dynamic team in Makati City, Metro Manila. This is a full-time position that plays a crucial role in driving operational excellence, ensuring exceptional customer service, and leading a team of dedicated professionals. This role is instrumental in maintaining customer satisfaction whilst optimising operational efficiency and achieving business objectives for our Collection Account division.What you'll be doingOversee the day-to-day operations of the contact centre, including workforce planning, resource allocation, and performance managementDevelop and implement strategies to improve operational efficiency, productivity, and customer satisfactionLead and motivate a team of team leaders, supervisors, and agents, providing coaching, training, and supportCollaborate with other departments, such as Quality Assurance and Training, to ensure consistent service deliveryMonitor and analyse key performance indicators, identifying areas for improvement and implementing corrective actionsEnsure compliance with relevant policies, procedures, and industry regulationsFoster a positive and engaged work environment that promotes employee well-being and professional developmentWhat we're looking forMinimum 5 years of experience in a senior operations or contact centre management roleProven track record of leading and developing high-performing teams in a fast-paced, customer-centric environmentExcellent problem-solving, decision-making, and conflict resolution skillsStrong understanding of contact centre operations, including workforce management, quality assurance, and performance managementProficient in data analysis and reporting, with the ability to use insights to drive continuous improvementExcellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teamsFamiliarity with relevant industry regulations and best practices