BPO Operations, Staffing & Performance Lead

Premier BPO Inc.; Quezon City; On-site; PHP 1,200,000 - 2,400,000; Full time

Job summary

Premier BPO Inc. is seeking a BPO Operations Manager to lead daily operations, staffing forecasts, and performance improvements in a fast-paced environment. You will translate live metrics into actionable decisions, develop teams, and ensure client objectives are met.

Responsibilities include end-to-end performance management, workforce planning, real-time data analysis, and stakeholder liaison, with a focus on continuous improvement and service excellence.

Qualifications

• 5–8+ years of BPO experience with 2–3 years in Operations Manager role.
• Strong workforce management and forecasting background.
• Advanced Excel skills including pivot tables and forecasting models.
• Proven SLA delivery and performance turnaround.
• Excellent analytical, leadership, and communication abilities.
• Bachelor’s Degree required.

Responsibilities

• Oversees end-to-end account performance, ensuring KPIs and SLAs are met.
• Leads staffing forecasting and workforce planning with WFM teams.
• Monitors real-time dashboards and drives data-driven improvements.
• Develops Team Leaders and frontline supervisors for peak performance.
• Manages client and stakeholder expectations and reviews.
• Handles risk, escalations, and incident response.
• Drives continuous improvement and automation initiatives.
• Provides timely reporting and strategic recommendations to leadership.

Skills

Workforce forecasting

Excel advanced

SLA delivery

Leadership & communication

Data analysis

Education

Bachelor’s Degree

Job description

Premier BPO Inc. is seeking a BPO Operations Manager to lead daily operations, staffing forecasts, and performance improvements in a fast-paced environment. You will translate live metrics into actionable decisions, develop teams, and ensure client objectives are met.

Responsibilities include end-to-end performance management, workforce planning, real-time data analysis, and stakeholder liaison, with a focus on continuous improvement and service excellence.