- Lead and align all operational functions across teams to ensure efficiency and effectiveness
- Drive the execution of strategies that support the company's mission, vision, and growth goals
- Oversee team supervisors and ensure consistent, high-quality performance across the floor
- Identify operational gaps and implement scalable, people-centered process improvements
- Analyze performance data and metrics to make informed, strategic decisions
- Build strong cross-functional relationships with HR, QA, Finance, and leadership
- Lead regular operational reviews, reporting cadences, and team-wide communications
- Foster a culture of accountability, ownership, and continuous improvement at every level
WHO YOU ARE
- 3+ years of experience in an Operations Manager role in a BPO, call center, or similar environment (Required)
- A strategic thinker who can zoom out to see the big picture and zoom in when the details need attention
- A proven people leader — you develop talent, build trust, and create teams that perform
- Data-driven and decisive — you let metrics guide your strategy without losing the human element
- Exceptional communicator across all levels of the organization
- Strong project management skills with the ability to juggle multiple priorities without dropping the ball
- Experienced with workforce management tools, CRMs, and operational reporting systems
- Highly adaptable, solutions-focused, and thrives in a fast-paced remote environment
WHAT WE OFFER
- Full-time remote work with a complete WFH support program
- Maxicare HMO + PhilHealth coverage
- SIL, PTO, and a special birthday leave
- Paid vacation leave
- Zero-interest employee loan program
- Performance bonuses and merit-based recognition
- Monthly Gen Pow-Wows and team engagement events with prizes
- Arvios Leadership Development Academy and workshop programs
- Monthly 1-on-1 touchbase calls with your HR partner
HOME OFFICE REQUIREMENTS (MUST PROVIDE SCREENSHOT)
- Stable internet connection with at least 100 Mbps postpaid
- Laptop/Computer Specs: (at least 16GB RAM and Intel i5 core processor equivalent or up)
- Noise-Cancelling Headset
- Dual Monitor is mandatory
- Backup Internet Connection (Prepaid Home WIFI Router or Pocket WIFI) and Power Outage Backup
Skills Required
- Proven work experience as an Operations Manager in the BPO setting or similar role
- Excellent understanding of organizational effectiveness and operations management
- Basic IT skills, including experience with databases, MS Office, and so on
- Strong leadership and organizational skills
- Excellent communication and interpersonal skills
- Analytical and problem-solving capabilities
- Ability to multitask and prioritize in a fast-paced environment
- Certification in Project Management
What We Do
At SMDP, we are a passionate agency focused on offering digital solutions to support the growth of our partners at any stage of their business, becoming their best ally to solve problems and achieve goals in the digital world. We are committed to taking your business to another level and being the friend (family) and partner that will help you achieve your objectives. Additionally, we are willing and prepared to act in moments of crisis and emerge victorious from them, as our focus is on the digital transformation of your business. We work from our skills and knowledge to help our clients achieve their business goals.
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