Senior Operations Manager

Position Title: Senior Operations Manager

Work Set Up: On-site

Schedule: 8:00 PM to 5:00 AM PH Time

Job Location: Clark Outsourcing - Building 35 Philexcel Business Park, Clark Pampanga

Quick Rundown:

The Senior Operations Manager will oversee the strategic and daily operations of a multi-industry, multi-region contact center. This leadership role focuses on aligning service delivery with client expectations, enhancing customer satisfaction, and driving operational efficiency. Responsibilities include implementing global best practices, standardizing KPIs, managing budgets, and leading continuous improvement efforts. The role also involves cross-functional collaboration, client relationship management, high-impact issue resolution, and mentoring a high-performing team to ensure consistent and exceptional client experiences.

What You’ll Do:

• Develop and execute the global contact center strategy aligned with partner and organizational goals

• Standardize and implement contact center procedures, KPIs, and service levels across all markets

• Monitor key performance metrics including AHT, CSAT, Quality Scores, and SLA adherence

• Provide operational leadership across all contact center teams to ensure cost efficiency and high performance

• Promote a culture of service excellence and employee engagement

• Act as the primary escalation point for global client concerns and critical operational issues

• Collaborate with other departments to deliver holistic solutions to client and staff needs

• Support recruitment and talent selection as necessary to build a strong team

• Prepare and deliver monthly, quarterly, and annual performance reports

• Drive innovation and continuous improvement within the contact center ecosystem

• Perform ad hoc tasks and special projects as directed by senior leadership

What We’re Looking For:

• Bachelor's Degree in Business, Management, or related field (required)

• Minimum of 5 years of experience in managing a contact center, including global team oversight (required)

• Background in healthcare or medical customer service (required)

• Proficiency in CRM tools, Google Workspace, Microsoft Office, and project management software

• Strong decision-making, analytical, and leadership skills

• Excellent communication skills and the ability to navigate client relations diplomatically

• Capacity to work under pressure and manage multiple complex workflows

• Proven track record of improving performance and managing high-impact service environments

Why You’ll Love Joining the CO Fam!

At Clark Outsourcing, we’re redefining what it means to work in a BPO. This isn’t your regular office setup - it’s where careers flourish, friendships grow, and fun is always part of the deal. Our culture is unmatched (seriously, our team swears by it), and we promise you’ll have to experience it yourself to believe it.

Here’s what’s in store for you:

Health and Welfare Benefits: HMO with prescription coverage, SSS, PhilHealth, Pag-IBIG, 13th-month pay, retirement benefits, and more.

Beyond Work: Enjoy our in-office swimming pool (lowkey flex!), CO Club gaming lounge, CSR involvement through CO Stars, scholarship programs, and access to CO Academy for growth.

Travel Opportunities: We send at least 20 staff per year to visit our clients in the US, UK, and Australia, giving you international exposure and experience.

Leave Benefits: Paid holidays, Earned PTO on your first month, Wellness leave (no questions asked), plus special leaves like bereavement, parental leave, and Magna Carta leave.

Extra Perks: Salary loans up to PHP 1M (via BPI), CO Swag Bag, birthday and anniversary tokens, and our COol & flexible workplace.

Growth and Recognition: Yearly performance appraisals, career advancement programs, CO League events, and guidance from our amazing Coaches!

At CO, it’s not just about work - it's about loving where you work. Ready to experience the best workplace ever? We can’t wait to welcome you to the team!