BPO Director; Group Manager (Sr. Operations Manager May Apply)

HCL Technologies Philippines Inc; Taguig; On-site; PHP 3,600,000 - 6,000,000; Full time

Job summary

HCL Technologies Philippines Inc. is seeking an experienced BPODirector/GroupManager to lead and oversee multiple teams within our BPO operations.

The role requires strong people management, client handling, and a proven track record of driving performance and employee engagement. This senior role demands strategic thinking, performance management expertise, and the ability to coach leaders and frontline staff toward high-performance results in a 100% onsite, night-shift environment at McKinley

Qualifications

• Minimum 3-5 years of Sr. Operations Manager experience in a BPO setting.
• Proven track record in managing multiple teams and meeting KPIs/SLAs.
• Strong communication, stakeholder management and conflict resolution skills.
• Analytical and decisive decision-making capabilities.

Responsibilities

• Oversee performance and operations of multiple teams or lines of business.
• Mentor and develop Team Leaders and frontline staff to meet KPIs and SLA targets.
• Drive operational strategies to support efficiency, quality, and customer satisfaction.
• Collaborate with support teams to improve business outcomes.

Skills

Sr. Ops Mgmt

BPO metrics

Stakeholder mgmt

Communication

Decision making

People leadership

Job description

OpenRole: BPODirector/GroupManager

Location: McKinleyHill,TaguigCity

WorkSetup: 100%Onsite

Schedule: NightShift

EmploymentType: Full-Time

WearelookingforanexperiencedandhighlydrivenBPODirector/GroupManagertoleadandoverseemultipleteamswithinourBPOoperations.Theidealcandidatehasstrongpeoplemanagementskills,excellentclient-handlingexperience,andaproventrackrecordofdrivingperformance,operationalexcellence,andemployeeengagement.

Thisrolerequiresstrategicthinking,performancemanagementexpertise,andtheabilitytoinspireandcoachleadersandfront-linestaff.

KeyResponsibilities

• Overseeoverallperformanceandoperationsofmultipleteamsorlinesofbusiness.
• Manage,mentor,anddevelopTeamLeadersandfrontlinestafftomeetorexceedKPIsandSLAtargets
• Driveoperationalstrategiesthatsupportefficiency,quality,andcustomersatisfaction.
• Collaboratewithsupportteams(WorkforceManagement,QA,Training,HR,etc.)toimprovebusinessoutcomes.
• Conductperformancereviews,coachingsessions,andcalibrationactivities.
• Ensurecompliancewithcompanypolicies,processes,andclientrequirements.
• Prepareandpresentoperationalreportstoseniorleadershipandclients.
• Fosterapositive,engaging,andhigh-performanceworkenvironment.

Qualifications

• Minimum 3-5yearsofSr.OperationsManagerexperienceinaBPOsetting,withatleast2-3yearsinaGroupManager/Directorrole
• StrongunderstandingofBPOmetrics(AHT,QA,CSAT/NPS,utilization,shrinkage,etc.).
• Excellentcommunication,stakeholdermanagement,andconflict-resolution-skills.
• Stronganalyticalanddecision-making-capabilities.
• Experiencemanagingmultipleteamsorprogramsisanadvantage.
• Abilitytoworkinafast-pacedanddynamicenvironment.