Position OverviewWe’re seeking an BPO Operations Manager to steer day-to-day delivery for assigned lines of business, making sure KPI, SLA and compliance requirements are met. You will lead and mentor frontline team leaders, optimise processes and workforce plans, and act as a senior point of contact for clients, driving continuous improvement and profitable growth across new and existing programs.
Key Responsibilities
- Manage the day-to-day operations and performance for the line of business - consistently hit KPIs and SLAs, quickly identify and diagnose service delivery issues, and drive corrective and preventive measures.
- Lead and manage the team leaders - coach and mentor them to enhance team performance, serve as a point of escalation, and ensure they have a clear understanding of their roles and responsibilities.
- Safeguard client satisfaction - anticipate risks to client performance, respond quickly to client concerns, and ensure we consistently meet or exceed client expectations to reinforce a high degree of trust in our strategic partnership.
- Develop, standardize, and continuously improve operational systems and processes to maximize efficiency - proactively assess and roll out automation and AI solutions that streamline workflows across the organization.
- Maintain and enhance quality controls - apply established QA standards, collaborate with team leaders on regular audits and calibrations, and introduce new measures as client requirements evolve to ensure service excellence and compliance.
- Ensure all operational processes comply with Philippines labor law and align with the expectations of our international clients - structure initiatives such as performance reviews so they satisfy statutory standards, yield demonstrable value for clients, and support the growth and wellbeing of our team members.
- Oversee workforce and capacity planning - analyze client demand, set shift patterns, adjust schedules, facilitate onboarding, and balance staffing across service lines to secure full coverage, service continuity, and cost-efficient operations.
- Collaborate with Recruitment to secure top talent - review shortlisted candidates, participate in client and internal interviews, and recommend hires that align with workforce plans, role requirements, and client expectations.
- Establish the full operational infrastructure for new clients or lines of business - stand up the required technology, quality control, finance, HR, hardware, security, and communications resources, and launch service delivery workflows with clear SLA reporting.
Requirements
- 5+ years of senior‐level operations management in a BPO or shared‐services environment, with a record of meeting KPIs, SLAs, and profitability targets.
- Proven leadership of multi-tier teams (team leads and 100+ FTE preferred), including coaching, mentoring, and performance management.
- Demonstrated ability to diagnose performance issues, perform root‐cause analysis, and implement data‐driven corrective actions.
- Exceptional written and spoken English; able to convey complex information with clarity and precision.
- Strong attention to detail, ensuring accuracy in reporting, compliance, and quality assurance.
- Continuous improvement mindset - welcomes feedback and converts constructive criticism into actionable growth for self and team.
- Proactive and self‐directed, taking full ownership of deliverables and presenting solutions rather than problems
- High ethical standards and integrity, consistently acting in the best interests of clients, employees, and the organisation.
- Strong proficiency in Excel or Google Sheets - skilled in pivot tables, charts, and statistical functions to turn data into actionable insights.
More Info
- Fully remote work setup
- Regular, full-time employment - HMO, 13th month pay, government benefits included
- Shifting schedule - either 5pm - 2am or 9pm - 6am Philippines Standard Time
- Job Reference ID: REF1-250808
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