Senior Operations Manager

About the role

Alorica is seeking a talented and experienced Senior Operations Manager to oversee the smooth and efficient running of our Cebu-based contact centre operations. As a key member of the management team, you will be responsible for driving operational excellence, ensuring exceptional customer service, and leading a team of dedicated professionals. This is a full-time, on-site role based in Cebu Central Visayas.

What you’ll be doing

1. Oversee the day-to-day operations of the contact centre, including workforce planning, resource allocation, and performance management
2. Develop and implement strategies to improve operational efficiency, productivity, and customer satisfaction
3. Lead and motivate a team of team leaders, supervisors, and agents, providing coaching, training, and support
4. Collaborate with other departments, such as Quality Assurance and Training, to ensure consistent service delivery