POSITION Operations Support Manager
WORK LOCATION National Capital Region
DATE POSTED June 30, 2021


iCONNECT CONVERGENCE INC. (iCONN) is a customer service and relationship management consulting and outsourcing business powered by ABS-CBN Corporation to serve its customers and that of its subsidiaries and affiliates.

We provide technical and non-technical customer service and relationship management functions, such as but not limited to directory and information assistance, sales generation, order-taking, telecollection, cross-selling, up-selling, telemarketing for the purpose of promoting and advertising products and services, requests and inquiries handling, sales fulfilment and payment facilitation, whether for itself or for other parties.

We believe that the purpose of our existence is anchored upon the need to provide unparalleled customer experience by creating and deepening good relationships with customers and ultimately making them feel like a true kapamilya in all channels and interactions we serve.


    The Operations Support Manager’s key focus is to ensure that the right capabilities are in place to support operational activities and that Kapamilya experience is held in each transaction and in every channel within his/her assignment. He/She shall provide technical leadership in Operations Support Management to include Quality Assurance, Data Science and Analytics, Process Design and Improvement, and Project Management. He/she is expected to manage transactional quality assurance and process engineering to ensure control and continuous improvement of his/her segment’s performance.


    • Graduate of any Business or Engineering Course
    • Experienced Six Sigma Green Belt or trained Six Sigma Black Belt
    • At least 2 years of work experience managing or supervising a Quality Assurance Team in a Customer Service/BPO set-up.
    • Proficient in data gathering, presentation and analysis
    • Proficient in MS Excel, MS Word and MS Powerpoint
    • Excellent Oral and Written Communication Skills
    • COPC and ISO 9001 background is a plus

Preference will be given to candidates who APPLY ONLINE.