Operations Manager

Transcom Worldwide Philippines Inc

Mandaluyong City, Philippines

Last shared 218 days ago

Job Details


3 - 4 years

Employment Type


Employer Job ID

Not Mentioned

Industry Sector

Functional Area

BPO/ KPO Customer Service
Job Description
Competitive Benefits awaits you!
  • HMO Coverage on your first day
  • Free shuttle service from major routes
  • Complete attendance cash bonus plus 1 month free meal
  • Childcare Center helps working parents look after their children
  • Special Post Paid Plan that comes with a Free Smart Phone
  • Comprehensive Healthcare Assistance
  • Salary Loans with convenient Payment Terms
  • On-site pharmacy offers medicines at discounted prices
  • Exclusive discounts on school supplies

  • Reporting directly to the Director for Operations, the Operations 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.
  • The position requires effective leadership and business execution for the following key focus
  • Define needs for Team Leader recruitment in conjunction with HR.
  • Be in charge of Team Leader development and support, and define Team Leader training needs.
  • Set and follow up on quality and quantity targets for the allocated Clients/projects.
  • Promote teamwork.
  • Ensure that employee satisfaction is high and attrition is low within the allocate production unit.
  • Develop and maintain effective performance management.
  • Lead by example.
  • Have a deep understanding of the price structure and the profitability goals of TWW.
  • Ensure that price structures are communicated and understood by every member of his/her business unit.
  • Proactively respond to variances in targets and service levels.
  • Prepare and/or support preparation for commercial negotiations.
  • Ensure that profitability is calculated accurately prior to agreement and all costs (including capital investments) are accounted for.
  • Plan and implement expansions to current business.
  • Plan for and implement new businesses.
  • Drive negotiations toward agreement ensuring TWW risks and profit objectives are covered at all times.
  • Ensure that revenue streams cover committed costs wherever possible.
  • Ensure regular and proactive contact and interaction with clients
  • Ensure clients satisfaction through continuous business improvements.
  • Seek to increase client revenue and develop a partnership.
  • Strategic alliance with client’s marketing strategy, knowledge ability of clients’ culture, legislation regulations, and market trends.
Process & Integrity
  • Continuously review procedures and implement improvements.
  • Implement TWW standard practices.
  • Ensure that demand forecasting is as accurate as possible and that resources deployed is match demand effectively.
  • Promote synergistic teamwork with the Business Support Team ensuring that all data is accurate and completed on time.
  • Attend internal meetings with other staff of the contact center.
  • Directly responsible for all communication with and support of Team Leaders.
  • Pursue communication with Clients that have been allocated to the Business Manager’s responsibility areas. Additional responsibilities may be added as the needs of the business change and expand.
  • Candidate must possess at least a Bachelor's/College Degree , any field.
  • Good verbal and written communication skills, can work well with a team
  • At least 1 year(s) of working experience in the related field is required for this position.
  • Applicants must be willing to work in Mandaluyong or Pasig City.
  • Preferably Assistant Manager / Managers specializing in Customer Service or equivalent.
  • MUST have Customer Service Background
  • Full-Time positions available.
Company Description
Transcom is a global customer experience specialist, providing customer care, sales, technical support and credit management services through our extensive network of contact centers.

We have 30,000 customer experience specialists spread out at 70 contact centers across 28 countries, delivering services in 33 languages (including Filipino) to over 350 international brands in various industry verticals.

Transcom is a global employer in an industry that depends upon strong, resourceful, talented people. We are where your customers are.

Whether onshore, offshore or near shore, we are uniquely focused on delivering outstanding customer experiences, driving satisfaction, brand loyalty and additional sales while also adding insights and value to our clients’ business operations.

Transcom has been in the Philippines since 2007. We currently have facilities located in Pasig, Mandaluyong, Iloilo and Bacolod.


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