BPO Operations Lead: Performance & Process Optimization

Virtual Staffing Solutions

Cebu City

On-site

PHP 60,000 - 120,000

Full time

2 hours ago

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Job summary

Virtual Staffing Solutions in Cebu City is seeking an experienced Operations Manager to lead our BPO team, overseeing daily service delivery, process optimization, and performance management. You will drive operational excellence, ensure a high-quality customer experience, and maintain strict adherence to industry standards while guiding teams to meet client SLAs in a fast-paced environment.

This role offers growth opportunities in a dynamic outsourcing operation with a focus on service quality

Qualifications

Minimum 2 years in a leadership/managerial role overseeing BPO operations.
Strong understanding of customer support operations and technical support workflows.
Proven track record in managing teams, optimizing performance metrics, and driving client satisfaction.
Ability to thrive and lead teams in a fast-paced, high-pressure environment.
Strong attention to detail and commitment to service quality.

Responsibilities

Direct and oversee daily BPO operations to ensure efficiency and high service quality.
Track, analyze, and elevate team performance against metrics and client SLAs.
Identify bottlenecks, streamline workflows, and implement best practices to drive productivity.
Develop and execute strategies to improve customer satisfaction and service quality.
Drive operational initiatives while ensuring adherence to industry standards and regulatory compliance.