{"id":3148596,"url":"https://alion.io/job/calltek-operations-manager","title":"Operations Manager","company":{"id":688934,"name":"CallTek","domain":"calltekinc.com","url":"https://alion.io/company/calltekinc","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"A","score":92,"open_postings":3,"ghost_share":0,"stale_share":0.333,"repost_share":0,"time_to_fill_p50_days":44,"computed_at":"2026-10-26T05:57:25Z"}},"role":"Management","role_family":"Management","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["General Santos, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":11500,"max_usd":27000,"period":"year","method":"role_country_seniority_unknown","sample_n":42},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-10-23T11:20:02Z","employer_posted_date":"2026-10-23","last_verified_at":"2026-10-26T18:34:02Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Job Summary\nWe 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.\nThe 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.\nKey Responsibilities\nOversee daily BPO operations to ensure efficiency, productivity, and compliance with company policies and client requirements.\nManage, coach, and develop Team Leaders, Supervisors, and other operational personnel to achieve performance targets.\nMonitor key performance indicators (KPIs), including service level, customer satisfaction, productivity, quality, attendance, attrition, and operational costs.\nDevelop and implement strategies to improve team performance, operational processes, and overall service delivery.\nBuild and maintain strong relationships with clients by addressing operational concerns, providing regular performance updates, and ensuring client satisfaction.\nAnalyze operational reports and performance data to identify trends, resolve recurring issues, and implement corrective actions.\nCollaborate with Recruitment, Human Resources, Training, Quality Assurance, IT, and other departments to support staffing requirements, employee development, and operational goals.\nEnsure adequate staffing, workforce utilization, and resource allocation to meet client and business demands.\nIdentify opportunities for process improvement, cost optimization, and increased operational efficiency.\nHandle escalations, investigate operational issues, and implement preventive measures to minimize business impact.\nEnsure compliance with company policies, data privacy requirements, information security standards, and applicable labor regulations.\nPrepare and present operational reports, business reviews, and performance improvement plans to senior management.\nFoster a positive work environment that promotes accountability, teamwork, employee engagement, and continuous improvement. \nKey Competencies\nStrategic and operational leadership\nPerformance and KPI management\nClient relationship management\nProblem-solving and critical thinking\nPeople development and team engagement\nData-driven decision-making\nProcess improvement and operational excellence\nAccountability and results orientation\nRequirements\nQualifications and Requirements\nBachelor’s degree in Business Administration, Management, Operations Management, or a related field.\nAt least 3-5 years of experience in BPO operations, preferably in a leadership or management capacity.\nAt least 2 years of experience managing Team Leaders, Supervisors, or multiple operational teams is preferred.\nProven experience in managing operational performance, meeting service delivery targets, and improving KPIs.\nStrong knowledge of BPO operations, workforce management, quality assurance, client relationship management, and performance reporting.\nExperience handling client escalations, business reviews, and operational improvement initiatives.\nExcellent leadership, communication, interpersonal, analytical, and decision-making skills.\nProficiency in Microsoft Office applications, particularly Excel, and experience using operational reporting or workforce management tools.\nAbility to manage multiple priorities, work under pressure, and make sound decisions in a fast-paced environment.\nWillingness to work onsite in General Santos City and accommodate shifting schedules or business-required 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