BPO Midlevel Manager

PM Consulting; Philippines; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

PM Consulting is seeking an experienced senior operations leader to oversee site operations with a focus on achieving SLAs and KPIs in a contact center environment. You will partner with WFM to optimize staffing, manage ramp-ups, and minimize labor leakages while driving team retention and performance through floor connects.

You will serve as the primary client contact for reviews and risk escalations, ensuring clear communications and proactive governance.

Qualifications

• 6-8 years of overall experience.
• Minimum 4-5 years experience in managing teams for contact center.
• Experience in Customer Service Domain
• Experience in goal-setting (defining and prioritizing specific, driving objectives)

Responsibilities

• Operations & Delivery: Ensure successful execution of site operations aligned with SLAs, KPIs, and quality standards.
• Client Governance: Act as the primary point of contact for client reviews, communication, and risk escalations.
• Resource Optimization: Work with workforce management (WFM) to plan staffing, handle ramp-ups, and minimize labor leakages.
• People Management: Drive team retention, conduct floor connects, and manage performance.
• Financial Tracking: Monitor delivery dashboards, track account metrics, and support budget management.

Skills

Leadership

People management

Operations management

Client governance

Financial tracking

Job description

Core Responsibilities

• Operations & Delivery: Ensure successful execution of site operations aligned with SLAs, KPIs, and quality standards.

• Client Governance: Act as the primary point of contact for client reviews, communication, and risk escalations.

• Resource Optimization: Work with workforce management (WFM) to plan staffing, handle ramp-ups, and minimize labor leakages.

• People Management: Drive team retention, conduct floor connects, and manage performance.

• Financial Tracking: Monitor delivery dashboards, track account metrics, and support budget management.

Qualifications

• 6-8 years of overall experience

• Minimum 4-5 years experience in managing teams for contact center

• Experience in Customer Service Domain

• Experience in goal-setting (defining and prioritizing specific, driving objectives)