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Senior Operations Manager - Player Engagement (Internal Recruitment)

Senior Operations Manager - Player Engagement (Internal Recruitment)


This role is responsible for managing the over-all health of the project in terms of stakeholder management, staffing, performance and continuous improvement which has direct impact to the over-all client and employee satisfaction.

Duties and Responsibilities:

  • Will oversee and direct the activities of a number of projects assigned
  • Oversee and manage Project KPIs such as: CSAT, Quality, Staffing, and Service Level
  • Develop individual and team goals as well as to implement plans in order to carry out the objectives
  • Lead, manage, motivate and develop Operations Manager(s) assigned to him to drive operational excellence, sustain employee engagement and initiate and develop continuous process improvement
  • Ensure that everyone is in compliance with all established policies and procedures
  • Will be the project lead for client management and communication
  • Oversee the timely resolution of client requests and escalations
  • Complete tasks delegated/assigned by the Player Support Manager
  • Create development plans for the team members under his project and support them with their professional growth
  • Responsible for creating invoices and the over-all financial health of projects assigned
  • Other tasks that maybe required from time to time


Our team members are our most valuable resource; therefore, we provide them with a competitive compensation package commensurate with skills and experience, excellent benefits, high level of job satisfaction and a casual and fun work environment.

Experience & Requirements

Technical Skills:

  • With working knowledge on several tools, such as MS Office, Tableau, Power BI, GSuite, etc.
  • Must have strong analytical skills
  • With ability to create financial and performance report for clients and stakeholders
  • Must have knowledge on advance Google Sheet formulas
  • Strong focus on continuous improvement and operational optimization

Behavioral Skills:

  • Excellent communication skills–spoken and written
  • Strong analytical skills
  • Organizational skills
  • Strong client management skills
  • Keen observer
  • Can resolve conflicts efficiently

Work/Educational Experience:

  • 3 years OM experience in a BPO setting
  • Relevant hands-on P&L experience
  • Bachelor's degree of any relevant course; or High School Degree / General Education Diploma

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