BPO Operations Lead — Customer Service Excellence

Kaizen Gaming; Manila; Hybrid; PHP 1,000,000 - 1,600,000; Full time

Benefits offered by this job

Buddy onboarding

Hybrid work

Competitive pay & bonus scheme

360° feedback framework

Udemy access

Job summary

Kaizen Gaming in Manila, Philippines, seeks an experienced BPO Operations Manager to own Customer Service performance, scale operations, and drive KPI improvements. You will monitor, strategize, and escalate across internal teams and BPO partners, ensuring processes enable high-quality service and growth.

You will lead Leads and Specialists, optimize structure and scheduling, and collaborate with WFM, QA, Training, and Backoffice to close gaps and deliver measurable results.

Qualifications

• 3–5 years of experience in Customer Service operations.
• Proven leadership and people-management skills; BPO experience preferred.
• Strong Excel, data analysis, and ability to translate data into insights.

Responsibilities

• Own the performance and output quality of Leads and Specialists, aligning team goals with senior management.
• Ensure the team has the right structure, resources, and schedule coverage.
• Validate outputs (QA reviews, alerts, analyses) with measurable KPI impact and take corrective actions.
• Define and monitor development plans and performance initiatives, including PIPs.
• Provide regular feedback to Leads and Specialists to drive performance and fair culture.
• Collaborate with Backoffice, QA/QC, Training, Content, and other internal teams to address gaps.
• Escalate issues to Head of Ops with proposed solutions when needed.
• Partner with WFM to improve forecast accuracy and business continuity planning.

Skills

Customer Service Leadership

People Management

Data Analysis

Strategic Thinking

Stakeholder Management

AI Tools Proficiency

Tools

Excel

CRM Tools

Job description

Kaizen Gaming in Manila, Philippines, seeks an experienced BPO Operations Manager to own Customer Service performance, scale operations, and drive KPI improvements. You will monitor, strategize, and escalate across internal teams and BPO partners, ensuring processes enable high-quality service and growth.

You will lead Leads and Specialists, optimize structure and scheduling, and collaborate with WFM, QA, Training, and Backoffice to close gaps and deliver measurable results.