Operations Manager

Job Summary

We are seeking an experienced and results-driven Operations Manager to oversee daily operations, ensure excellent service delivery, and drive operational efficiency within our BPO organization. The successful candidate will be responsible for managing operational teams, monitoring performance metrics, developing effective strategies, and ensuring that client expectations and business objectives are consistently met.

The ideal candidate possesses strong leadership, analytical, and problem-solving skills, with a proven ability to manage teams, improve processes, and maintain high standards of customer service in a fast-paced environment.

Key Responsibilities

• Oversee daily BPO operations to ensure efficiency, productivity, and compliance with company policies and client requirements.
• Manage, coach, and develop Team Leaders, Supervisors, and other operational personnel to achieve performance targets.
• Monitor key performance indicators (KPIs), including service level, customer satisfaction, productivity, quality, attendance, attrition, and operational costs.
• Develop and implement strategies to improve team performance, operational processes, and overall service delivery.
• Build and maintain strong relationships with clients by addressing operational concerns, providing regular performance updates, and ensuring client satisfaction.
• Analyze operational reports and performance data to identify trends, resolve recurring issues, and implement corrective actions.
• Collaborate with Recruitment, Human Resources, Training, Quality Assurance, IT, and other departments to support staffing requirements, employee development, and operational goals.
• Ensure adequate staffing, workforce utilization, and resource allocation to meet client and business demands.
• Identify opportunities for process improvement, cost optimization, and increased operational efficiency.
• Handle escalations, investigate operational issues, and implement preventive measures to minimize business impact.
• Ensure compliance with company policies, data privacy requirements, information security standards, and applicable labor regulations.
• Prepare and present operational reports, business reviews, and performance improvement plans to senior management.
• Foster a positive work environment that promotes accountability, teamwork, employee engagement, and continuous improvement.

Key Competencies

• Strategic and operational leadership
• Performance and KPI management
• Client relationship management
• Problem-solving and critical thinking
• People development and team engagement
• Data-driven decision-making
• Process improvement and operational excellence
• Accountability and results orientation

Requirements

Qualifications and Requirements

• Bachelor’s degree in Business Administration, Management, Operations Management, or a related field.
• At least 3-5 years of experience in BPO operations, preferably in a leadership or management capacity.
• At least 2 years of experience managing Team Leaders, Supervisors, or multiple operational teams is preferred.
• Proven experience in managing operational performance, meeting service delivery targets, and improving KPIs.
• Strong knowledge of BPO operations, workforce management, quality assurance, client relationship management, and performance reporting.
• Experience handling client escalations, business reviews, and operational improvement initiatives.
• Excellent leadership, communication, interpersonal, analytical, and decision-making skills.
• Proficiency in Microsoft Office applications, particularly Excel, and experience using operational reporting or workforce management tools.
• Ability to manage multiple priorities, work under pressure, and make sound decisions in a fast-paced environment.
• Willingness to work onsite in General Santos City and accommodate shifting schedules or business-required hours