Operations Manager

2 weeks ago

Cebu City P, Philippines Virtual Staffing Solutions Full time ₱30,000 - ₱60,000 per year
Description

We are seeking a results-driven and experienced Operations Manager to lead and manage our BPO operations. The ideal candidate will be responsible for overseeing day-to-day activities, driving performance improvements, ensuring client satisfaction, and leading a team to achieve operational excellence. This role requires a strong leader with experience in the BPO industry, excellent communication skills, and the ability to manage complex, high-volume operations.

Key Responsibilities
  • Oversee daily operations and ensure SLAs/KPIs are met consistently.
  • Manage, coach, and develop team leads and supervisors to maintain high performance and morale.
  • Collaborate with clients to understand business needs, provide updates, and ensure service expectations are met or exceeded.
  • Monitor and analyze performance metrics; develop and implement action plans for improvement.
  • Drive process optimization, quality assurance, and cost-efficiency initiatives.
  • Ensure compliance with company policies, contractual obligations, and industry regulations.
  • Forecast workload and resource requirements to align with business demands.
  • Handle escalations, resolve operational issues, and implement preventative measures.
  • Participate in strategic planning, budgeting, and business development efforts.
Skills, Knowledge & Expertise
  • 5+ years of experience in BPO operations, with at least 2 years in a managerial capacity.
  • Proven ability to lead teams in a fast-paced, performance-driven environment.
  • Strong understanding of BPO metrics, workforce management, and quality standards.
  • Exceptional communication, leadership, and problem-solving skills.
  • Experience with CRM, ERP, or contact center software is preferred.
  • Flexibility to work shifts, weekends, or extended hours as needed.
About Virtual Staffing Solutions

We specialize in delivering innovative solutions and exceptional services to meet the diverse needs of our clients. With a strong commitment to quality and customer satisfaction, we strive to exceed expectations and drive success in every project we undertake.

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