BPO Operations Leader: Client Success & Team Growth

Pinintel; Muntinlupa; On-site; PHP 1,200,000 - 1,900,000; Full time

Benefits offered by this job

Onsite in Alabang, Muntinlupa

Night shift support (10:00 PM–7:00 AM)

Job summary

Pinnacle Intelligence is seeking an Operations Manager to oversee daily BPO operations across multiple teams in a high-demand environment. The role ensures on-time service delivery, adherence to client SLAs, and continuous process improvements.

You will mentor Team Leaders, manage staffing, and coordinate with QA, Training, HR, IT, and Finance to achieve strategic goals. The position requires a strong track record in operations leadership, analytics, and client relationship management, with

Qualifications

• Experience: 5+ years in BPO operations management with 2-3 years in a managerial role overseeing multiple teams.
• Proven track record in managing client relationships and ensuring client satisfaction in a BPO setting.
• Demonstrated leadership, coaching, and conflict-resolution abilities.
• Strong understanding of metrics, drivers, and practices for efficiency, quality, and productivity.
• Excellent communication, presentation, and data interpretation skills.
• Experience with Lean, Six Sigma, or process-improvement frameworks is a plus.
• Ability to build and maintain client relationships and understand client needs.
• Proficient with CRM, WFM, dashboards, and MS Office tools.
• Amenability to work full onsite in Alabang, Muntinlupa; night shift 10:00 PM–7:00 AM as needed.

Responsibilities

• Oversee daily operations, ensuring delivery of services and client SLAs and internal KPIs.
• Develop and monitor strategies to optimize efficiency, reduce costs, and improve service delivery.
• Conduct performance reviews and analyze data to drive improvements and training needs.
• Lead, mentor, and develop Team Leaders and frontline staff; manage staffing, onboarding, and retention.
• Coordinate with Quality Assurance, Training, HR, IT, and Finance to align operations with strategic objectives.
• Prepare and present operational reports, metrics, and insights to senior management and clients.
• Ensure compliance with company policies, client agreements, and industry regulations.

Skills

BPO operations management

Client management

Leadership & team development

Operational excellence

Analytical thinking

Communication & presentation

Process improvement

Client relationship management

CRM/WFM tools

Excel & PowerPoint

Onsite availability (Alabang, Muntinl)

Education

Bachelor's degree (Business/Operations)

Tools

CRM systems

WFM tools

Performance dashboards

Microsoft Office (Excel, PowerPoint)

Job description

Pinnacle Intelligence is seeking an Operations Manager to oversee daily BPO operations across multiple teams in a high-demand environment. The role ensures on-time service delivery, adherence to client SLAs, and continuous process improvements.

You will mentor Team Leaders, manage staffing, and coordinate with QA, Training, HR, IT, and Finance to achieve strategic goals. The position requires a strong track record in operations leadership, analytics, and client relationship management, with