Senior Operations Manager

Alorica is seeking a talented and experienced Senior Operations Manager to lead our Cebu contact center operations. This full-time, on-site role is essential for driving operational excellence and ensuring exceptional customer service.

Responsibilities

• Oversee day-to-day operations, including workforce planning, resource allocation, and performance management.
• Develop and implement strategies to enhance operational efficiency, productivity, and customer satisfaction.
• Lead and motivate a team of team leaders, supervisors, and agents through coaching, training, and support.
• Collaborate with departments such as Quality Assurance and Training to ensure consistent service delivery.
• Monitor and analyze key performance indicators, identifying areas for improvement and implementing corrective actions.
• Ensure compliance with relevant policies, procedures, and industry regula...