BPO Operations Leader: Drive KPIs & Team Excellence

MRI Software; Manila; On-site; PHP 1,000,000 - 1,800,000; Full time

Benefits offered by this job

HMO coverage

Paid time off

Job summary

MRI Software’s Services Manager will oversee day-to-day BPO operations, leading multiple teams to deliver service excellence and client satisfaction. This role drives efficiency, manages KPIs and quality, and guides performance through coaching and reporting.

With 5–7 years in BPO and strong leadership, you will collaborate with Quality, Training, WFM, and HR to close gaps. The position supports a dynamic, customer-focused environment in Manila.

Qualifications

• Bachelor’s degree in Business Administration, Management, or a related field.
• 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 working with international clients (US, AU, UK, or similar markets).
• Excellent leadership, communication, and stakeholder management skills.

Responsibilities

• Lead a team of Team Leaders and frontline agents across accounts.
• Ensure achievement of operational KPIs including productivity, quality, attendance, AHT, CSAT, and SLA compliance.
• Develop, implement, and optimize operational processes to improve efficiency.
• Partner with Quality, Training, Workforce Management, and HR to address performance gaps.
• Conduct regular performance reviews, coaching sessions, and talent development plans for direct reports.
• Handle client communications, operational reviews, and performance reporting as required.
• Monitor real-time operations and take corrective actions to address service level risks.
• Drive employee engagement, retention, and a positive team culture.
• Ensure compliance with company policies, data privacy, and security standards.
• Support business continuity planning and manage escalations effectively.

Skills

People management

Data-driven decision making

Client relationship management

Process improvement

English proficiency

MS Office / Google Workspace

Education

Bachelor’s degree in Business Administration/Management

Tools

MS Office

Google Workspace

BPO reporting tools

Job description

MRI Software’s Services Manager will oversee day-to-day BPO operations, leading multiple teams to deliver service excellence and client satisfaction. This role drives efficiency, manages KPIs and quality, and guides performance through coaching and reporting.

With 5–7 years in BPO and strong leadership, you will collaborate with Quality, Training, WFM, and HR to close gaps. The position supports a dynamic, customer-focused environment in Manila.