BPO Operations Manager: Lead Teams & Drive Excellence

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

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.