Head of BPO

2 days ago

Manila, National Capital Region, Philippines Talent Source Global Full time ₱2,500,000 - ₱5,000,000 per year

Company: My client provides BPO services like contact centers, e-commerce, digital marketing, and big data analytics.

Address: Ortigas Center, Pasig City

Requirements:

Start date: Within 2025

  • 10 years' experience in Operations Management, including 2–5 years at a senior level in BPO (Sales or Customer Service).
  • Proven track record in setting up and transitioning operations, policies, systems, and teams.
  • Experience in Technical Support within multinational BPO/call center environments.
  • Strong leadership, analytical thinking, and client engagement skills with a focus on performance and improvement.
  • Excellent communication, negotiation, and team development capabilities.

Responsibility:

  • Liaise with top management to define strategic goals and oversee day-to-day operational execution.
  • Cultivate and maintain strong client relationships, ensuring needs are met and concerns addressed promptly.
  • Develop and implement operational strategies through needs assessments, performance reviews, capacity planning, and cost–benefit analyses.
  • Drive innovation in quality, talent, and reporting management systems using new technologies and approaches.
  • Build and lead a high-performing, self-sustaining team focused on continuous improvement and innovation.
  • Manage financial performance by preparing budgets, monitoring variances, and executing corrective actions.
  • Oversee efficient allocation of resources, including human resources, facilities, and systems, for both existing and new business.
  • Design and enhance operations systems, including customer interaction, voice/non-voice networks, and reporting frameworks.
  • Develop new services and solutions based on customer insights and global market trends to strengthen competitiveness.
  • Prepare and maintain budgets, revenue forecasts, and financial reports; verify client invoices for accuracy and timeliness.
  • Identify and mitigate business risks, ensuring compliance and continuity across operations.

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