Operations Manager
5 days ago
Location: Clark/Angeles, Pampanga (Onsite)
Salary: 45,000 PHP/month
Schedule: Full-time, Office-based
Job Description:
We are seeking a highly experienced Operations Manager with a solid background in BPO operations, VA Hub management, or multi-team service delivery environments. This role is crucial in ensuring the agency runs with operational excellence, scalability, and consistent client satisfaction.
You will oversee day-to-day workflows, supervise multiple departments, implement industry-standard processes, and drive the overall success and efficiency of the company.
This role requires someone who has already run or managed a VA Hub, BPO account, or service-based operations team with a proven track record of leading teams toward performance and productivity targets.
Key Responsibilities:
Lead and oversee daily operations across all departments (Admin, VAs, Creative, IT, SMM, EA teams)
Ensure all client deliverables, tasks, and performance KPIs are met consistently
Monitor workforce metrics: attendance, productivity, QA ratings, AHT, SLA compliance
Manage escalations, resolve operational issues, and coordinate with department heads
Implement and update SOPs, workflows, and performance standards across the company
Collaborate closely with HR on hiring, staffing, and disciplinary cases
Work with the IT team to ensure operational uptime, system reliability, and tech support
Drive continuous improvement initiatives to optimize efficiency and client satisfaction
Prepare detailed weekly and monthly operations reports for the Executive Team
Support onboarding of new clients, ensuring successful integration with service teams
Lead performance reviews, coaching sessions, and corrective action implementation
Maintain a culture of accountability, high performance, and operational excellence
Qualifications:
Minimum of 3–5 years experience in Operations Management, Team Leadership, or Workforce Management
Must have extensive experience running or supervising a VA Hub, BPO account, or outsourcing team
Strong background in managing multi-department operations
Proven ability to meet KPIs, SLAs, and performance targets
Strong leadership, decision-making, and people-management skills
Experience handling escalations, compliance, quality assurance, and metric-driven environments
Ability to create, implement, and optimize operational SOPs and workflow systems
Excellent communication and client-handling skills
Knowledgeable in shift planning, WFM processes, team structure setup, and daily operations flow
Highly organized, proactive, and capable of managing a fast-paced, high-volume operation
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