BPO Operations Manager (Logistics Experience)

Lean Solutions Group; Makati; On-site; PHP 1,000,000 - 1,800,000; Full time

Job summary

Lean Solutions Group seeks an experienced Operations Manager to oversee daily BPO operations, driving excellence in service delivery and customer satisfaction. You will lead cross-functional teams to meet client SLAs, optimize resources, and implement improvement initiatives.

The role requires a strong track record in BPO leadership, deep knowledge of call center metrics, and the ability to align operations with client goals in a fast-paced environment.

Qualifications

• Minimum 5 years in BPO operations, including at least 2 years in a leadership or managerial role.
• Solid understanding of call center metrics, workforce management (WFM), and client management.
• Proven track record of leading and motivating large teams in a fast-paced environment.
• Strong analytical, problem-solving, and communication skills with a process-improvement mindset.

Responsibilities

• Lead, coach, and mentor Team Leaders, Supervisors, and frontline staff to foster a high-performance culture.
• Oversee workforce planning, scheduling, and resource allocation to meet KPIs and SLAs.
• Build strong relationships with clients and internal partners to address business needs and align on goals.
• Drive SOPs and continuous improvement initiatives to enhance service delivery and productivity.
• Partner with HR, Training, Quality, and IT to align operational needs and execute initiatives.
• Monitor performance metrics, prepare regular client/executive reports, and enforce compliance.

Skills

Call center metrics

Workforce management

Client management

Leadership

Analytical thinking

Problem solving

Communication

Process improvement

Education

Bachelor’s degree in Business Administration or Management

Job description

Role Overview

The Operations Manager oversees daily business operations within our BPO environment. This role drives operational excellence, ensures high-quality service delivery, and leads cross-functional teams to meet client SLAs, efficiency goals, and customer satisfaction targets.

Key Responsibilities

• Team Leadership & Development: Lead, coach, and mentor Team Leaders, Supervisors, and frontline staff to foster a high-performance, growth-oriented culture.
• Operational Performance: Oversee workforce planning, scheduling, and resource allocation to ensure teams meet all key performance indicators (KPIs) and service level agreements (SLAs).
• Client & Stakeholder Management: Build strong relationships with clients and internal partners to address business needs, resolve high-level escalations, and align on goals.
• Process Improvement: Drive standard operating procedures (SOPs) and continuous improvement initiatives to enhance service delivery and productivity.
• Cross-Functional Collaboration: Partner with HR, Training, Quality, and IT to align operational needs and seamlessly execute business initiatives.
• Reporting & Compliance: Monitor performance metrics, prepare regular client/executive reports, and enforce compliance with company, client, and regulatory standards.

Qualifications & Requirements

• Experience: Minimum 5 years in BPO operations, including at least 2 years in a leadership or managerial role.
• Domain Expertise: Solid understanding of call center metrics, workforce management (WFM), and client management.
• Leadership: Proven track record of leading and motivating large teams in a fast-paced environment.
• Skills: Strong analytical, problem-solving, and communication skills with a process-improvement mindset.
• Education: Bachelor’s degree in Business Administration, Management, or a related field preferred.
• Adaptability: Ability to adjust quickly to shifting priorities and client requirements.