BPO Operations Manager

Private Advertiser; Quezon City; On-site; PHP 1,339,000 - 2,009,000; Full time

Job summary

Private Advertiser is seeking an experienced Operations Manager to lead contact center operations in a fast-paced BPO environment. You will develop leaders, drive performance, and build strong client relationships while ensuring service delivery and continuous improvement.

You will coach Team Leaders and Supervisors, manage staffing, forecast demand, and monitor KPIs to achieve SLAs. This role requires collaboration with multiple internal teams and a proactive, data-driven mindset.

Qualifications

• Bachelor's degree in any four-year course.
• 3+ years of experience as an Operations Manager or similar leadership role in a BPO/contact center.

Responsibilities

• Lead day-to-day operations of assigned programs and ensure delivery of client KPIs and SLAs.
• Coach and develop Team Leaders and Supervisors to maximize performance.
• Drive productivity, quality, CSAT, attendance, and operational efficiency.
• Build strong client relationships through regular business reviews and updates.
• Analyze data to identify opportunities to improve performance and customer experience.
• Collaborate with Workforce Management, Quality, Training, HR and other support teams to hit goals.
• Manage staffing, forecasting, scheduling, attrition, and headcount planning.
• Lead continuous improvement initiatives for productivity and service quality.
• Ensure compliance with policies and information security standards.
• Prepare and present operational reports and performance updates to clients and senior leadership.

Skills

Leadership

Stakeholder management

Data-driven decisions

Communication

Workforce planning

Education

Bachelor's degree

Job description

About the Role

We're looking for an experienced Operations Manager to lead contact center operations, develop high-performing leaders, and build strong client relationships. In this role, you'll be responsible for driving operational excellence, achieving business objectives, and ensuring exceptional service delivery while fostering a culture of continuous improvement.

If you're a results-driven leader who thrives in a fast-paced BPO environment, we'd love to hear from you.

What You'll Do

• Lead the day-to-day operations of assigned programs and ensure delivery of client KPIs and service level targets.


• Coach, mentor, and develop Team Leaders and Supervisors to maximize team performance.


• Drive productivity, quality, customer satisfaction, attendance, and operational efficiency.


• Build and maintain strong relationships with clients through regular business reviews, operational updates, and issue resolution.


• Analyze operational data and identify opportunities to improve performance, customer experience, and overall business results.


• Partner with Workforce Management, Quality, Training, HR, and other support teams to achieve operational goals.


• Manage staffing requirements, forecasting, scheduling, attrition, and headcount planning.


• Lead continuous improvement initiatives that enhance productivity, quality, and customer experience.


• Ensure compliance with company policies, client requirements, and information security standards.


• Prepare and present operational reports, business reviews, and performance updates to clients and senior leadership.

What We're Looking For

• Bachelor's degree in any four-year course.


• At least 3 years of experience as an Operations Manager or in a similar leadership role within a BPO or contact center environment.


• Experience supporting multinational BPO accounts is highly preferred.


• Proven experience managing Team Leaders and driving operational performance.


• Strong background in client management, stakeholder engagement, and business reviews.


• Experience managing key operational metrics such as: SLA, Productivity, Quality, CSAT, AHT, Attendance, Attrition


• Strong analytical and problem-solving skills with a data-driven approach to decision-making.


• Excellent communication, presentation, and stakeholder management skills.


• Experience in workforce planning, forecasting, and staffing management.


• Budgeting or P&L exposure is an advantage.


• Six Sigma certification is a plus.

Why Join Us?

• Join a leading global BPO organization.


• Work with multinational clients across diverse industries.


• Lead experienced operations teams and make a direct business impact.


• Opportunities for career growth and leadership development.


• Collaborative and high-performance work environment.