Operations Manager

1 week ago

Dumaguete, Central Visayas, Philippines Peak Outsourcing Full time ₱400,000 - ₱800,000 per year

The
Operations Manager
will be responsible for leading and managing the end-to-end operations of a client campaign in the E-commerce, Sales, and Customer Service space. This role ensures that service delivery meets performance targets, client expectations, and internal KPIs. The Program Manager will oversee a cross-functional team, including operations, training, quality, and workforce, and will play a critical role in driving customer satisfaction, revenue growth, and operational excellence.

Key Responsibilities:

Client Program Oversight

  • Lead the day-to-day operations of one or more E-commerce or customer experience programs, ensuring service excellence across all touchpoints (sales, support, returns, escalations, etc.).
  • Serve as the main point of contact for the client, managing regular business reviews, updates, and escalations.
  • Translate client goals and brand standards into actionable operational strategies.

Team Leadership & Performance Management

  • Manage a team of Supervisors, Trainers, and QA Analysts to support frontline teams.
  • Drive high-performance culture through coaching, mentoring, and goal-setting.
  • Ensure staffing plans, scheduling, and workforce utilization meet operational requirements.

Operational Excellence

  • Drive adherence to KPIs such as AHT, QA scores, sales metrics, order accuracy, and first contact resolution.
  • Identify and implement process improvements, automation opportunities, and efficiency measures.
  • Ensure compliance with internal standards and client-defined SLAs.

Qualifications

  • Bachelor's degree in Business, Communications, Marketing, or related field preferred.
  • 3+ years of experience in a BPO, e-commerce, Inbound Sales or CX operations environment, with at least 2 years in a program or operations management role.
  • Strong background in customer service, inside sales, or omnichannel retail support.
  • Excellent verbal and written communication skills.
  • Ability to analyze data, understand trends, and take proactive actions.
  • Results-driven, detail-oriented, and highly organized.
  • Comfortable working in a fast-paced, performance-focused environment.

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