Operations Manager

1 week ago

Makati City, National Capital Region, Philippines Lean Solutions Group Full time $104,000 - $130,878 per year

The Operations Manager is responsible for overseeing day-to-day business operations within the BPO environment, ensuring the delivery of high-quality service, achievement of performance metrics, and compliance with client and company standards. This role involves managing teams, driving operational excellence, and implementing strategies that improve efficiency, productivity, and customer satisfaction.

Key Responsibilities
  • Lead, manage, and develop operations teams to achieve client service level agreements (SLAs), key performance indicators (KPIs), and business objectives.
  • Oversee workforce planning, scheduling, and resource allocation to ensure smooth and efficient operations.
  • Monitor performance metrics and prepare regular reports for senior management and clients.
  • Drive process improvements, standard operating procedures (SOPs), and best practices to enhance service delivery.
  • Partner with clients and internal stakeholders to address business needs, resolve issues, and ensure consistent alignment with expectations.
  • Ensure compliance with company policies, client requirements, and regulatory standards.
  • Foster a culture of continuous improvement, teamwork, and employee engagement.
  • Coach and mentor Team Leaders, Supervisors, and frontline staff to improve performance and career development.
  • Handle escalations and complex customer issues to ensure timely and effective resolution.
  • Collaborate with cross-functional teams (HR, Training, Quality, and IT) to support operational requirements and initiatives.
Qualifications
  • Bachelor's degree in Business Administration, Management, or a related field (preferred).
  • Minimum of 5 years of experience in BPO operations, with at least 2 years in a leadership or managerial role.
  • Strong understanding of call center metrics, workforce management, and client expectations.
  • Proven ability to lead and motivate large teams in a fast-paced environment.
  • Excellent communication, leadership, and stakeholder management skills.
  • Analytical and problem-solving abilities with a focus on process improvement.
  • Flexible and adaptable to shifting priorities and client demands.
Key Competencies
  • Operations & Performance Management
  • Strategic Planning & Execution
  • Client Relationship Management
  • People Leadership & Development
  • Problem Solving & Decision Making
  • Continuous Improvement Mindset

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