Operations Manager

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

• The Business Manager is directly responsible for profit and growth of his/her business area through employee performance management, service delivery and client interaction.
• Reporting directly to the Contact Center Manager the Business 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 areas. Additional responsibilities may be added as the needs of the business change and expand:

• 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.

• 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 clients marketing strategy, knowledge ability of clients culture, legislation regulations, and market trends.

• 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 is match demand effectively.
• Promote synergistic teamwork with the Business Support Team ensuring that all data is accurate and completed on time.
• CIMWeb Statistics Weekly action items must be identified and route cause analysis must be done to ensure success on all campaigns.

• 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 Managers responsibility.

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