Transcom

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

Join our Transcom Family as a Sr. Operations Manager!

Responsibilities:

The Sr. Operations Manager is responsible for the profit and growth of his/her business area through employee performance management, service delivery and client interaction. The position requires effective leadership and business execution for the following key focus areas. Additional responsibilities may be added as the needs of the

business change and expand:

Profit and Growth

• Deliver accurate data to produce the forecast

• Develop realistic budgets

• Ensure consistent financial follow-up

People

• 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 allocated production unit.

• Develop and maintain effective performance management.

• Lead by example.

• Maintains a sound plan of corporate organization.

• Work with Human Resources to establish policies that will insure adequate management development and to provide for management succession.

Business

• 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.

• Ensures a continued positive relationship with the client by building a bridge to the client and evaluating the opportunities for growth.

• Grow revenue from existing clients and participants in securing new business as well as facilitate internal & client business reviews.

• 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.

Culture

• Proactively promote the Transcom 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 Transcom 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.

Process and Integrity

• Continuously review procedures and implement improvements.

• Implement TWW standard practices.

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

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

Communication

• 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 Operations Manager’s responsibility