Compass Experience Labs logo
Compass Experience Labs

Your customers are exceptional -- now your customer service can be too.

IT Operations Manager

OperationsOperationsFull TimeRemoteSeniorTeam 201-500H1B No SponsorCompany SiteLinkedIn

Location

Philippines

Posted

67 days ago

Salary

0

Seniority

Senior

Bachelor Degree6 yrs expEnglish

Job Description

IT Operations Manager

Compass Experience Labs

• Provide direction and leadership for the IT program team • Serve as the primary point of contact for client stakeholders on operational matters • Manage multiple Tech/IT programs • Oversee day-to-day operations supporting IT call center services • Ensure service level agreements (SLAs), key performance indicators (KPIs), and quality metrics are consistently met or exceeded • Identify and recommend opportunities for process optimization, automation, and continuous improvement • Lead and develop a global team of Team Leaders, shift leaders, and agents • Build strong relationships with client partners

Job Requirements

  • 6+ years of experience in BPO operations
  • at least 4+ years in a leadership role managing IT call center- technical support programs
  • strong understanding of ITIL, service management frameworks, or related methodologies
  • experience managing large teams and working with international clients, especially in tech or software industries
  • proven track record of meeting/exceeding operational KPIs and client expectations
  • exceptional leadership, communication, and stakeholder management skills
  • strong problem-solving abilities
  • proficiency with necessary technology, including computers, software applications, phone systems, etc.

Benefits

  • paid time off
  • full statutory benefits
  • comprehensive HMO

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