BPO Operations Manager

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