BPO Operations Leader: KPI-Driven & People-Focused

CallTek; General Santos; On-site; PHP 600,000 - 900,000; Full time

Job summary

CallTek is seeking an experienced Operations Manager in General Santos to oversee daily BPO operations, drive performance, and ensure exceptional service delivery. The role requires strong leadership, analytical thinking, and a proven ability to manage teams and optimize processes.

You will monitor KPIs, coach leaders, and collaborate across departments to meet client requirements and business objectives. The position emphasizes delivering high-quality service in a fast-paced environment and

Qualifications

• Bachelor’s degree required.
• 3–5 years in BPO operations, preferably in leadership roles.
• 2 years managing Team Leaders or multiple teams preferred.
• Experience managing performance, meeting service delivery targets, and improving KPIs.
• Strong knowledge of BPO operations, workforce management, quality assurance, and reporting.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Oversee daily BPO operations to ensure efficiency, productivity, and policy compliance.
• Coach and develop Team Leaders, Supervisors, and operational staff to hit targets.
• Monitor KPIs such as service level, CSAT, productivity, quality, attendance, attrition, and costs.
• Develop and implement strategies to improve team performance and service delivery.
• Build strong client relationships, provide regular performance updates, ensure client satisfaction.
• Analyze reports to identify trends, resolve issues, and implement corrective actions.
• Collaborate with Recruitment, HR, Training, QA, IT and others to support staffing and goals.
• Ensure staffing, workload utilization, and resource allocation meet demand.
• Identify opportunities for cost optimization and process improvements.
• Handle escalations, investigate issues, and implement preventive measures.
• Ensure compliance with policies, data privacy, information security, and labor laws.
• Prepare and present operational reviews and improvement plans to senior management.
• Foster a positive environment with accountability, teamwork, and continuous improvement.

Skills

Leadership

KPI management

Client relationship management

Problem-solving

Data-driven decisions

Communication

Team development

Education

Bachelor’s degree in Business Administration/Management/Operations Management

Job description

CallTek is seeking an experienced Operations Manager in General Santos to oversee daily BPO operations, drive performance, and ensure exceptional service delivery. The role requires strong leadership, analytical thinking, and a proven ability to manage teams and optimize processes.

You will monitor KPIs, coach leaders, and collaborate across departments to meet client requirements and business objectives. The position emphasizes delivering high-quality service in a fast-paced environment and