Senior Operations Manager - Cebu

Alorica is seeking a talented and experienced Senior Operations Manager to oversee the smooth and efficient running of our 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

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