BPO - Operations Manager (90% Onsite 10% WFH)

Unity Communications & Consulting Group Inc.; Naga; Hybrid; PHP 960,000 - 1,680,000; Full time

Benefits offered by this job

HMO coverage

VL/SL credits

13th-month pay

Growth opportunities

Non-taxable allowances

Pay increases

Birthday gifts

Job summary

Unity Communications & Consulting Group Inc. is seeking an experienced Operations Manager to align daily execution with strategic goals. You will coach managers, drive process improvements, and ensure campaigns meet client expectations across 20–25 BPO programs.

This hybrid role in Pasay requires strong SLAs, KPIs, and labor-law knowledge, with a focus on data-driven decisions, reporting clarity, and team development.

Qualifications

• Minimum 2 years of experience as an Operations Manager, preferably in a BPO environment.
• Proven experience managing multiple campaigns and leading managers or supervisors.
• Strong understanding of SLAs, KPIs, workforce performance, and operational metrics.
• Solid background in coaching, performance management, and employee relations, including disciplinary processes.
• Working knowledge of Philippine labor laws and compliance requirements.
• Strong analytical and reporting skills, with the ability to turn data into clear action plans.
• Excellent client communication and escalation management skills.
• Process improvement mindset with experience creating SOPs and documentation.
• Ability to manage competing priorities and make sound decisions under pressure.

Responsibilities

• Oversee day‑to‑day operations of 20 to 25 BPO campaigns and ensure SLA/KPI targets are met.
• Lead and develop Assistant Managers and Admin Assistants through coaching and sessions.
• Serve as escalation point for client issues, agent concerns, and cross‑departmental matters.
• Review performance, analyze KPIs, attendance, attrition, and productivity to flag red flags.
• Identify gaps and implement action plans to close them.
• Approve client reports, conduct audits, and send end‑of‑day cluster reports.
• Validate timesheets and attendance while ensuring data integrity.
• Participate in client calls for escalations and campaign reviews.
• Investigate escalations and identify opportunities for improvement.
• Ensure compliance with labor laws and internal policies; document coaching and cases.
• Engage in employee relations matters, investigations, and disciplinary actions.
• Suggest workflow improvements and support automation initiatives.
• Create and maintain SOPs and process documentation with Admin Team.
• Implement and monitor goal setting, scorecards, and performance assessments.
• Conduct onboarding for new Assistant Managers and Admin staff.

Skills

Leadership

Coaching

Process improvement

Data analysis

Client communication

Project management

Asana

People management

Tools

Asana

Sprout

SharePoint

Microsoft Teams

Job description

Behind every successful campaign is a leader who connects the dots between people, performance, and client goals. At Unity Communications, that leader could be you.

As our Operations Manager, you'll align daily execution with the company's bigger goals. You'll coach and develop Assistant Managers, drive process improvements, and make sure every campaign in your cluster meets the standards our clients expect. It's a role with real influence on how our teams grow and perform.

If you're ready to make an impact that goes beyond the scoreboard, we'd love to hear from you!

How You Spend Your Eight Hours

• Oversee the day-to-day operations of 20 to 25 BPO campaigns (or more), ensuring each meets SLA, KPI, and client satisfaction benchmarks
• Lead and develop a team of Assistant Managers and Admin Assistants through weekly one-on-one coaching, triad coaching with Team Leads and agents, and skip-level sessions
• Serve as the escalation point for Assistant Managers on client issues, agent concerns, and cross-departmental matters
• Review daily and weekly campaign performance, analyze trends in KPIs, attendance, attrition, and productivity, and highlight red flags early
• Identify performance gaps and implement action plans to close them
• Approve client-facing reports, ensure timely campaign audits, and send end-of-day cluster performance reports
• Validate and approve time and attendance records, timesheets, and leave requests while ensuring data integrity
• Attend client calls for escalations, campaign reviews, and strategic updates, and ensure client administrative calls are handled well by Assistant Managers
• Investigate and address client escalations, identifying opportunities for improvement
• Ensure compliance with labor laws, internal policies, and regulatory standards, including proper documentation of coaching and employee cases
• Participate in employee relations matters, including investigations, disciplinary actions, and HR coordination
• Identify workflow inefficiencies, propose solutions, and support automation initiatives
• Create and maintain SOPs and process documentation in collaboration with the Admin Team
• Implement and monitor goal setting, scorecards, performance assessments, and PIP guidelines for agents, Team Leads, and Assistant Managers
• Conduct onboarding for new Assistant Managers and Admin staff, deliver operations talks during training, and support refresher sessions
• Manage employee attrition and drive retention efforts across the cluster
• Oversee admin support tasks, including scheduling, meeting documentation, file management, and campaign notifications
• Ensure full completion of LMS courses across the team
• Communicate key issues, action items, and operational updates to internal stakeholders and the Director of Operations

What You Must Possess

• At least two years of experience as an Operations Manager, preferably in a BPO environment
• Proven experience managing multiple campaigns and leading managers or supervisors
• Strong understanding of SLAs, KPIs, workforce performance, and operational metrics
• Solid background in coaching, performance management, and employee relations, including disciplinary processes
• Working knowledge of Philippine labor laws and compliance requirements
• Strong analytical and reporting skills, with the ability to turn data into clear action plans
• Excellent client communication and escalation management skills
• Process improvement mindset with experience creating SOPs and documentation
• Ability to manage competing priorities and make sound decisions under pressure
• Familiarity with Asana, Sprout, SharePoint, and Microsoft Teams is a plus

What You Shall Receive

• HMO coverage upon regularization, with one free dependent after one year of continuous service and another free dependent after two years of continuous service
• VL/SL credits upon regularization
• Friendly and supportive work culture
• 13th-month pay and other Philippine-government-mandated benefits
• Non-taxable allowances
• Pay increases, performance bonuses, growth opportunities, birthday gifts, and many more

What You Should Consider

• Probationary, full-time position
• Hybrid work setup in Pasay
• Monday to Friday, 9:00 p.m. to 6:00 a.m. (PHT)
• Saturday and Sunday off

Why Join Our Company

You look for a company whose senior management listens to what you are and aren’t saying and whose managers and team leads you can genuinely connect with. According to Glassdoor, 99% of the current and previous employees recommend Unity Communications to their friends, and 100% approve of its executive management. Our company is a Certified Great Place To Work that values inclusion and diversity and spreads kindness and positivity.