BPO Operations Manager - Client & KPI Leader

EmpireOne BPO Solutions, Inc.; San Carlos; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

EmpireOne BPO Solutions, Inc. is seeking an Operations Manager to oversee daily performance across assigned BPO accounts, ensuring SLA, KPI, and quality targets are met.

The role leads Supervisors and Team Leaders, manages client relationships, and develops improvement plans to maintain a highly engaged workforce. The ideal candidate has a bachelor’s degree in business or management, 5+ years in BPO operations, and at least 2 years in a leadership role.

Qualifications

• Bachelor’s degree in Business Administration, Management, or related field preferred.
• At least five years of BPO operations experience.
• Minimum of two years in an Operations Manager or equivalent leadership role.
• Proven experience managing multiple teams, accounts, or lines of business.

Responsibilities

• Oversee daily operations across assigned accounts or programs.
• Ensure achievement of service-level agreements, KPIs, productivity, quality, attendance, and customer satisfaction targets.
• Lead, coach, and develop Supervisors and Team Leaders.
• Review performance reports and identify operational risks, trends, and improvement opportunities.
• Develop and implement corrective action plans for underperforming teams.
• Conduct regular business reviews, calibration sessions, and client meetings.
• Maintain strong client relationships and provide timely updates regarding performance, staffing, and operational concerns.
• Collaborate with Workforce Management, Quality, Training, HR, Recruitment, IT, and Finance.
• Manage staffing requirements, schedules, capacity, attrition, and employee attendance.
• Support the successful launch and transition of new accounts or processes.
• Monitor account profitability, overtime, staffing costs, and budget utilization.
• Ensure compliance with company policies, client requirements, and applicable data-security standards.
• Address employee concerns, promote engagement, and maintain a positive workplace culture.
• Prepare and present weekly, monthly, and quarterly operational reports.
• Escalate critical risks and incidents to senior leadership with clear action plans.

Skills

Leadership

Client management

Analytical thinking

Communication

Strategic thinking

Problem-solving

Education

Bachelor's degree in Business Administration/Management

Tools

MS Office

Google Workspace

Workforce management tools

Job description

EmpireOne BPO Solutions, Inc. is seeking an Operations Manager to oversee daily performance across assigned BPO accounts, ensuring SLA, KPI, and quality targets are met.

The role leads Supervisors and Team Leaders, manages client relationships, and develops improvement plans to maintain a highly engaged workforce. The ideal candidate has a bachelor’s degree in business or management, 5+ years in BPO operations, and at least 2 years in a leadership role.