BPO Operations Manager

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

About the role

We are seeking an experienced BPO Operations Manager to join our dynamic team in Kawit, Cavite. This is a full-time position that plays a crucial role in overseeing the daily operations of our business process outsourcing center. As Operations Manager, you will be responsible for ensuring operational excellence, maintaining service quality standards, and driving efficiency across all customer service and call center functions. This role is integral to our mission of delivering exceptional customer experiences whilst optimizing operational performance.

Key responsibilities

• Oversee daily operations of the BPO center, ensuring compliance with service level agreements and operational targets

• Manage and supervise call center and customer service teams, including recruitment, training, and performance management

• Monitor key performance indicators (KPIs) such as average handling time, first call resolution, customer satisfaction scores, and adherence to schedules

• Develop and implement operational strategies to improve efficiency, productivity and service quality

• Conduct regular quality assurance reviews and coaching sessions to maintain high service standards

• Manage staffing levels, scheduling, and resource allocation to meet business demands

• Liaise with clients and internal stakeholders to address concerns, resolve escalations, and report on operational metrics

• Maintain compliance with company policies, industry regulations, and client contractual requirements

• Lead process improvement initiatives and drive continuous operational enhancements

• Prepare reports and presentations on operational performance for senior management

What we're looking for

• Proven experience (5+ years) in BPO or call center operations management in a supervisory or managerial capacity

• Strong knowledge of customer service operations, call center management systems, and industry best practices

• Demonstrated expertise in managing large teams and fostering a positive, high-performance culture

• Excellent analytical and problem-solving skills with the ability to interpret data and drive actionable insights

• Outstanding communication and interpersonal skills, with the ability to influence across all levels of the organization

• Proficiency in relevant operational and reporting software, including workforce management tools and CRM systems

• Strong organizational and time management abilities with proven capability to manage multiple priorities

• Professional certification such as COPC or ITIL would be advantageous

• Knowledge of quality assurance frameworks and performance management methodologies

• Ability to work in a fast-paced environment and adapt to changing business requirements

What we offer

We committed to providing a supportive and rewarding workplace for all employees. We offer competitive remuneration packages, opportunities for professional development and career progression within our expanding organization. We provide comprehensive training programs to enhance your skills and expertise. Our workplace fosters collaboration, innovation and a strong commitment to work-life balance. We believe in recognising and rewarding outstanding performance and contribution. Additional benefits include health and wellness initiatives designed to support the wellbeing of our team members.

About us

We are a leading business process outsourcing company dedicated to delivering exceptional customer service solutions to our clients across various industries. Our mission is to provide high-quality, cost-effective customer service and support services that exceed client expectations and drive business success. We pride ourselves on our commitment to operational excellence, employee development, and customer satisfaction. With a team of dedicated professionals, we strive to create an environment where innovation thrives and employees can build rewarding careers. Our values center on integrity, collaboration, and continuous improvement, making us an employer of choice within the BPO industry.