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Operations Manager

Location: Philippines, Iloilo City

Job category: Operations

Language: English

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

Job Description

Job Objective:

  • The Business Manager is directly responsible for profit and growth of his/her business area through employee performance management, service delivery and client interaction.
  • Reporting directly to the Contact Center Manager the Business Manager achieves his/her targets with the assistance of all Transcom support functions.
  • The primary objective is to achieve the set revenue target and Gross Profit Margin for his/her business unit with high employee and client satisfaction.

Essential Duties & Responsibilities:

Profit and Growth

Ø Deliver accurate data to produce the forecast

Ø Develop realistic budgets

Ø Ensure consistent financial follow-up

People

Ø Define needs for Team Leader recruitment in conjunction with HR.

Ø Be in charge of Team Leader development and support, and define Team Leader training needs.

Ø Set and follow up on quality and quantity targets for the allocated Clients/projects.

Ø Promote teamwork.

Ø Ensure that employee satisfaction is high and attrition is low within the allocate production unit.

Ø Develop and maintain effective performance management.

Ø Lead by example.

Business

Ø Have a deep understanding of the price structure and the profitability goals of TWW.

Ø Ensure that price structures are communicated and understood by every member of his/her business unit.

Ø Proactively respond to variances in targets and service levels.

Ø Prepare and/or support preparation for commercial negotiations.

Ø Ensure that profitability is calculated accurately prior to agreement and all costs (including capital investments) are accounted for.

Ø Plan and implement expansions to current business.

Ø Plan for and implement new businesses.

Ø Drive negotiations toward agreement ensuring TWW risks and profit objectives are covered at all times.

Ø Ensure that revenue streams cover committed costs wherever possible.

Ø Ensure regular and proactive contact and interaction with clients

Ø Ensure clients satisfaction through continuous business improvements.

Ø Seek to increase client revenue and develop a partnership.

Ø Strategic alliance with client’s marketing strategy, knowledge ability of clients’ culture, legislation regulations, and market trends.

Process & Integrity

Ø Continuously review procedures and implement improvements.

Ø Implement TWW standard practices.

Ø Ensure that demand forecasting is as accurate as possible and that resources deployed is match demand effectively.

Ø Promote synergistic teamwork with the Business Support Team ensuring that all data is accurate and completed on time.

Ø CIMWeb Statistics – Weekly action items must be identified and route cause analysis must be done to ensure success on all campaigns

Communication

Ø Attend internal meetings with other staff of the contact center.

Ø Directly responsible for all communication with and support of Team Leaders.

Ø Pursue communication with Clients that have been allocated to the Business Manager’s responsibility.

Additional Specific Duties & Responsibilities:

  • Proactively promote the TransVision objectives.
  • Ensure that TWW standard procedures are implemented and complied with at all times within his/her business area.
  • Create an open and energetic culture within his/her business unit.
  • Ensure that objectives are set for every member of his/her business area and production unit in line with TransVision and business objectives.
  • Ensure a high level of morale and a sense of loyalty to TWW in each individual.
  • Provide feedback to Corporate Governance on ideas for improving standards and processes.

Job Specifications (Qualifications, Skills and Experience)

Educational Background:

Ø University degree or equivalent higher qualification

Work Experience:

Ø Have a proven and successful track record of effective leadership with Commercial and/or Operational responsibility in the CRM or a closely related industry

Ø Have Client Relations and/or Sales contact experience

Ø Have experience with P&L management and associated financial practices

Skills Requirements:

Ø Have a good understanding of CRM best practice and markets

Ø Manage your time effectively and be focused on setting clear objectives and priorities.

Ø Have worked in a performance driven environment before.

Competencies

  1. Organizational Awareness
  2. People Leadership
  3. Customer- Centric
  4. Goal- Orientation
  5. Quality Orientation
  6. Analytical Thinking & Problem Solving
  7. Integrity
  8. Expertise Skills
  9. Adaptability
  10. Communication
  11. Generating Vision

What's in it for YOU

Driven by our "Malasakit" culture, we make certain that our team members are well-cared for. Hence we are proving these employee benefits, which you'll be able to utilize once you join our team! 

  • 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

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.

 

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