Sr. Operations Manager (Tech) - PH
Sr. Operations Manager (Tech) - PH
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1 Vacancy
Job Description
MEET COMPASS
We are a Business Process Outsourcer (BPO) committed to fostering brand growth through outstanding customer experiences. Compass was founded by e-commerce pioneers who struggled to find an equally innovative customer service partner. Many companies view customer care as merely a cost center but we believe it offers much more! If you enjoy delighting customers and leveraging data to provide valuable insights to clients Compass could be your ideal workplace!
Senior Operations Manager (Tech)
This role primarily will lead and oversee multiple IT/tech service delivery programs within a BPO environment. This role is critical in ensuring high-quality efficient and cost-effective operations that meet client expectations and contractual obligations across various IT verticalsincluding helpdesk technical support infrastructure services and software support.
Key Responsibilities:
Leadership & Strategy:
Provide strategic direction and leadership for the IT program ensuring operational alignment with client expectations and company goals.
Serve as the primary point of contact for client stakeholders on operational matters.
Manage multiple Tech/IT programs
Operational Management:
Oversee day-to-day operations across multiple teams supporting IT services including helpdesk tech support infrastructure or software-related accounts.
Ensure service level agreements (SLAs) key performance indicators (KPIs) and quality metrics are consistently met or exceeded.
Create & execute bridge plans for any KPIs that are not meeting target
Process Improvement & Quality Assurance:
Identify opportunities for process optimization automation and continuous improvement.
Work closely with Quality Training and Workforce Management teams to enhance performance and operational efficiency.
People Management:
Lead and develop a team of Operations Managers Team Leaders and Support Staff.
Conduct performance reviews coach for career development and foster a high-performance culture.
Client Engagement & Relationship Management:
Build strong relationships with client partners and maintain regular communication to ensure satisfaction and address concerns proactively.
Translate client requirements into actionable operational plans.
Financial & Resource Management:
Monitor budget efficiencies and resource allocation to ensure profitability and optimal delivery.
Experience in managing cost per transaction accounts is a must
Provide regular reports on program performance financial health and risk management.
Compliance & Risk Mitigation:
Ensure adherence to data privacy security and compliance standards relevant to IT service delivery.
Mitigate risks through proactive incident management and business continuity planning.
Qualifications and Physical Requirements with or without reasonable accommodation:
8 years of experience in BPO operations with at least 3 years in a senior leadership role managing IT or technical support programs.
Strong understanding of ITIL service management frameworks or related methodologies - managing POS & Aloha systems is highly preferred
Experience managing large teams and working with international clients especially in tech or software industries.
Proven track record of meeting/exceeding operational KPIs and client expectations.
Exceptional leadership communication and stakeholder management skills.
Analytical mindset with strong problem-solving abilities.
Ability to operate a computer/laptop and a headset
Ability to perform all duties of the job while sitting and/or standing for prolonged periods (i.e. for the duration of shift)
Ability to multitask and remain calm under pressure especially during peak hours or intense situations
Exceptional interpersonal customer service problem-solving verbal and written communication and conflict resolution skills.
Decisiveness and attention to detail.
Proficiency with the necessary technology including computers software applications phone systems etc.
Availability:
Full-time position with weekdays weekends and nighttime availability
Required Experience:
Manager
Employment Type
Full Time
