BPO Operations Manager

FBC Asia Pacific Inc; Pasig; On-site; PHP 558,000 - 892,800; Full time

Job summary

A leading operations firm in Metro Manila is seeking a results-driven Operations Manager to oversee daily operations and lead a growing team. The ideal candidate has strong leadership skills and experience in managing client relationships in a fast-paced environment. This role offers a hybrid work setup with primary work from home and occasional onsite reporting.

Qualifications

• Bachelor’s degree in Business, Management, or related field (preferred).
• 1–3 years of experience in a supervisory or leadership role, preferably in BPO/shared services.
• Strong leadership and team management skills.

Responsibilities

• Monitor KPIs, workflows, and resource planning to ensure smooth operations.
• Handle escalations, resolve issues, and improve processes.
• Lead, coach, and mentor a high-performing team.

Skills

Leadership

Client relationship management

Analytical skills

Communication

Detail-oriented

Problem-solving

Education

Bachelor’s degree in Business or Management

Tools

Performance monitoring tools

Job description

We are looking for a results-driven Operations Manager to oversee daily operations, lead a growing team, and build strong client relationships. This role is ideal for someone with leadership experience who thrives in a fast-paced environment and can balance people management with business performance.

Location: Ortigas, Pasig

Work Setup: Hybrid – primarily Work From Home, with occasional reporting onsite if required

Note: This role is offered under an Independent Contractor Agreement and not as a direct employee position.

Responsibilities

• Monitor KPIs, workflows, and resource planning to ensure smooth operations.
• Handle escalations, resolve issues, and improve processes.
• Lead, coach, and mentor a high-performing team.
• Analyze data, track performance, and prepare management reports.
• Manage client communications, onboarding, and retention.
• Ensure compliance, reduce errors, and maintain quality standards.

Qualifications

• Bachelor’s degree in Business, Management, or related field (preferred).
• 1–3 years of experience in a supervisory or leadership role (Team Leader, Assistant Manager, or Operations Manager), preferably in BPO/shared services.
• Strong leadership and team management skills.
• Excellent communication and client relationship skills.
• Analytical, detail-oriented, and problem-solving mindset.
• Proficient in dashboards, reporting, and performance monitoring tools.