BPO Operations Leader — Team & KPI Performance

MRI India; Manila; Presencial; PHP 1.116.000 - 1.674.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work

HMO coverage

Gym access

Annual leaves

Career growth

Descripción de la vacante

MRI Software in Manila, Philippines seeks an Occupier Services Manager to oversee day-to-day BPO operations, drive performance across multiple teams, and ensure client satisfaction. You will manage KPIs, SLAs, and quality standards while coordinating with Quality, Training, WFM, and HR to close performance gaps.

You will coach and develop talent, monitor real-time operations, and take corrective actions to mitigate risks.

Formación

• 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.
• Experience managing large teams (10+ FTEs) across voice, non-voice, or blended accounts.
• Experience working with international clients (US, AU, UK, or similar markets).

Responsabilidades

• Manage and lead a team of Team Leaders and frontline agents across assigned accounts or programs.
• Ensure achievement of operational KPIs including productivity, quality, attendance, AHT, CSAT, and SLA compliance.
• Develop, implement, and optimize operational processes to improve efficiency and performance.
• 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

Conocimientos

People management

Data-driven decisions

Client relations

Process improvement

English communication

MS Office

Google Workspace

BPO reporting tools

Educación

Bachelor's degree in Business Administration or related field

Herramientas

MS Office

Google Workspace

BPO reporting tools

Descripción del empleo

MRI Software in Manila, Philippines seeks an Occupier Services Manager to oversee day-to-day BPO operations, drive performance across multiple teams, and ensure client satisfaction. You will manage KPIs, SLAs, and quality standards while coordinating with Quality, Training, WFM, and HR to close performance gaps.

You will coach and develop talent, monitor real-time operations, and take corrective actions to mitigate risks.