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

Unity Communications; Parañaque; Hybrid; PHP 711,000 - 852,000; Full time

Benefits offered by this job

HMO coverage upon regularization

VL/SL credits upon regularization

13th-month pay

Performance bonuses

Growth opportunities

Job summary

Unity Communications in the Philippines is seeking an Operations Manager to drive performance across 20–25 BPO campaigns. The role is 90% onsite with 10% work-from-home, reporting to the Director of Operations and coaching Assistant Managers.

You will ensure SLAs and KPI targets are met, develop SOPs, oversee time and attendance, review reports, and lead escalation and client liaison calls. A hands-on leader with strong analytics is essential.

Qualifications

• 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.

Responsibilities

• Oversee day-to-day operations of 20–25 BPO campaigns, ensuring SLA, KPI, and client satisfaction benchmarks.
• Lead and develop Assistants Managers and Admin Staff through coaching sessions and triad coaching.
• Serve as escalation point for client issues, agent concerns, and cross-departmental matters.
• Review performance data, identify trends, and address red flags promptly.
• Approve client-facing reports and ensure timely campaign audits and adherence to policies.
• Attend client calls for escalations and strategic updates.

Skills

Leadership

BPO experience

Data analysis

Stakeholder communication

Coaching

SLA/KPI management

Tools

Asana

Sprout

SharePoint

Microsoft Teams

Job description

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

• Hybrid
• ₱70,000 per month
• Operations

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.

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

Pay increases, performance bonuses, growth opportunities, birthday gifts, and many more

What You Should Consider

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.