BPO Operations Leader – Offshore Delivery & Growth

MicroSourcing; Philippines; Hybrid; PHP 1,000,000 - 1,500,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Group life insurance

Performance bonuses

Flexible work arrangements

Job summary

MicroSourcing is seeking a BPO Operations Manager to lead offshore teams across Manila and Clark in a hybrid setup, aligning performance with Australian business needs. The role reports on service levels, quality, and continuous improvement, driving efficiency and engagement within Stellar-dedicated staff.

Based in Eastwood, Quezon City, the position offers day shifts, competitive rewards, and a focus on career growth and inclusive culture.

Qualifications

• Experience leading offshore BPO operations.
• Strong knowledge of SLAs/KPIs and governance.
• Proven ability to drive performance and process improvements.

Responsibilities

• Provide day-to-day leadership of Stellar-dedicated personnel within the BPO across Manila and Clark.
• Set clear performance expectations, KPIs, and service standards aligned to Australian business needs.
• Monitor performance and address underperformance proactively with the BPO provider.
• Drive a high-performance culture focused on accuracy, responsiveness, and accountability.
• Act as the primary relationship manager with the BPO provider and ensure SLAs/KPIs are met.
• Lead governance meetings and escalation processes for service delivery issues.
• Oversee quality and consistency of offshore outputs (recruitment support, HR admin, compliance, reporting).
• Coordinate workflow between Australian stakeholders and offshore teams; manage resource allocation.

Skills

Leadership

Operations management

Vendor management

Performance management

Stakeholder management

Quality assurance

Process improvement

Team leadership

Job description

MicroSourcing is seeking a BPO Operations Manager to lead offshore teams across Manila and Clark in a hybrid setup, aligning performance with Australian business needs. The role reports on service levels, quality, and continuous improvement, driving efficiency and engagement within Stellar-dedicated staff.

Based in Eastwood, Quezon City, the position offers day shifts, competitive rewards, and a focus on career growth and inclusive culture.