BPO Operations Leader: Drive Excellence & Growth

CXI Services Inc; Kawit; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

CXI Services Inc in Kawit, Cavite is seeking an experienced BPO Operations Manager to oversee daily center operations, drive service quality, and optimize efficiency in a full-time role. You will lead call center and customer service teams, monitor KPIs, and implement process improvements to ensure exceptional customer experiences.

The role requires 5+ years in BPO/call center operations, strong leadership and analytical skills, and the ability to coordinate with clients and internal

Qualifications

• 5+ years in BPO or call center operations management.
• Strong knowledge of customer service operations and industry practices.
• Experience leading large teams and fostering high-performance culture.
• Excellent analytical and problem-solving skills to drive insights.
• Professional certification such as COPC or ITIL is advantageous.

Responsibilities

• Oversee daily operations of the BPO center ensuring SLAs and targets.
• Manage call center and customer service teams including recruitment and training.
• Monitor KPIs like AHT, FCR, CSAT, and schedule adherence.
• Develop strategies to improve efficiency, productivity and quality.
• Conduct QA reviews and coaching to maintain service standards.
• Manage staffing, scheduling and resource allocation.
• Liaise with clients and internal stakeholders to address escalations.
• Ensure compliance with policies, regulations, and client contracts.
• Lead process improvement initiatives and drive operational enhancements.
• Prepare reports and presentations on performance for senior management.

Skills

BPO operations management

Call center management

KPI analysis

People management

Stakeholder communication

Tools

Workforce management tools

CRM systems

Reporting software

Job description

CXI Services Inc in Kawit, Cavite is seeking an experienced BPO Operations Manager to oversee daily center operations, drive service quality, and optimize efficiency in a full-time role. You will lead call center and customer service teams, monitor KPIs, and implement process improvements to ensure exceptional customer experiences.

The role requires 5+ years in BPO/call center operations, strong leadership and analytical skills, and the ability to coordinate with clients and internal