BPO Operations Lead — Client Delivery & Growth

Mri Software; Manila; Hybrid; PHP 700,000 - 1,200,000; Full time

Benefits offered by this job

HMO coverage

Paid time off

Hybrid Working Arrangement (2 days WFH

Office location: Ortigas

Diversity and inclusion

Job summary

MRI Software in Manila is seeking a Services Manager to oversee daily BPO operations across multiple teams, ensuring service delivery excellence and client satisfaction. You will drive performance, optimize processes, and partner with quality, training, and HR to address gaps.

The role requires strong leadership and experience with international clients. You will manage a large team, monitor KPIs, and report on performance while fostering a positive, compliant, and engaged work environment.

Qualifications

• Bachelor’s degree in Business Administration, Management, or related field preferred.
• 5–7 years BPO experience with 2–3 years in an Operations Manager or similar leadership role.
• Proven experience managing large teams (10+ FTEs) across voice, non-voice, or blended accounts.
• Strong understanding of BPO metrics, workforce management, and performance analytics.
• Experience with international clients (US, AU, UK, or similar markets).
• Excellent leadership, communication, and stakeholder management skills.

Responsibilities

• Oversee day-to-day BPO operations and drive service delivery excellence.
• Lead multiple teams and supervisors to meet KPIs, SLAs, and quality standards.
• Develop and optimize operational processes to improve efficiency and performance.
• Conduct regular performance reviews and coaching for direct reports.
• Manage client communications and performance reporting.

Skills

People management

Data-driven decisions

Client relationship management

Process improvement

English communication

MS Office

Google Workspace

BPO reporting tools

Education

Bachelor’s degree in Business Administration or related field

Tools

MS Office

Google Workspace

Job description

MRI Software in Manila is seeking a Services Manager to oversee daily BPO operations across multiple teams, ensuring service delivery excellence and client satisfaction. You will drive performance, optimize processes, and partner with quality, training, and HR to address gaps.

The role requires strong leadership and experience with international clients. You will manage a large team, monitor KPIs, and report on performance while fostering a positive, compliant, and engaged work environment.