Operations Manager
Full Time ₱49,000 - ₱85,000 / monthJob Overview
We are looking for an Operations Manager who can lead high-performing teams, ensure client satisfaction, and consistently deliver on KPIs. The role includes streamlining processes, managing staffing, resolving escalations, and driving team development and engagement across multiple business lines.
Key Responsibilities
- Ensure teams meet or exceed client KPIs and SLAs through monitoring, coaching, and performance improvements.
- Lead, mentor, and develop Team Leaders and staff to build strong, high-performing teams.
- Maintain strong client communication through business reviews, updates, and proactive issue resolution.
- Streamline processes, optimize staffing, and ensure adherence to schedules and workflows.
- Enforce company policies, client requirements, and compliance standards while driving continuous improvement.
- Review, validate, and present operational reports with data-driven insights and recommendations.
- Oversee forecasting, scheduling, and leave planning to ensure proper staffing and coverage.
- Address client, TL, and agent escalations quickly and effectively.
- Monitor employee satisfaction, conduct skip-levels, and drive engagement initiatives to reduce attrition.
- Translate organizational goals into actionable operational plans across all clusters or lines of business.
Skills, Knowledge & Expertise
- Bachelor’s degree in Business Administration, Operations Management, or related field (Master’s preferred).
- Proven senior operations management experience in BPO or similar industry.
- Strong leadership skills with ability to inspire and motivate teams.
- Excellent analytical, problem-solving, and data-driven decision-making abilities.
- Deep understanding of BPO operations, processes, and best practices.
- Exceptional communication, client management, and organizational skills, with ability to drive continuous improvement.