BPO Program Manager

iOPEX Tech; Taguig; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

iOPEX Tech is hiring a Programme Manager to lead end-to-end programme planning and delivery onsite in Bonifacio Global City, Taguig. The role requires coordinating multiple teams, tracking KPIs, and ensuring on-time, within-budget delivery in a fast-paced contact-centre context.

The candidate will drive process improvements, manage budgets, and provide regular updates to senior management. Shifting schedules and onsite work are a key feature of the role.

Qualifications

• Must have proven experience in programme or project management.
• Experience in call center/customer service or contact centre is preferred.
• Strong organisational and time management skills to handle multiple priorities.
• Excellent communication and interpersonal skills with stakeholders at all levels.

Responsibilities

• Develop and manage comprehensive programme plans with scope, timelines, and resources.
• Coordinate and oversee activities of multiple teams for seamless execution.
• Monitor progress against KPIs and milestones; address deviations.
• Communicate status, risks and updates to senior management and stakeholders regularly.
• Manage programme budgets and ensure cost-effective allocation of resources.
• Identify process improvements to boost operational efficiency.
• Lead resolution of cross-functional issues and escalations.
• Support training and development of team members involved in programmes.
• Maintain comprehensive programme documentation and ensure policy compliance.

Skills

Programme management

Cross-functional leadership

Stakeholder communication

KPI tracking

PM methodologies

Certifications (PMP/PRINCE2)

Job description

Join us and be part of a journey that’s bigger, bolder, and way more exciting!

We are hiring for an awesome Program Manager.

Responsibilities:

• Develop and manage comprehensive programme plans, including defining scope, objectives, timelines and resource requirements

• Coordinate and oversee the activities of multiple teams to ensure seamless programme execution and delivery

• Monitor programme progress against key performance indicators and milestones, identifying and addressing any deviations

• Communicate programme status, risks and updates to senior management and stakeholders on a regular basis

• Manage programme budgets and ensure cost-effective resource allocation

• Identify process improvement opportunities and implement changes that enhance operational efficiency

• Lead the resolution of cross-functional issues and escalations that may impact programme delivery

• Support the training and development of team members involved in programme initiatives

• Maintain comprehensive programme documentation and ensure compliance with company policies and procedures

What we're looking for:

• Proven experience in programme or project management, preferably within the call centre, customer service or contact centre industry

• Strong organisational and time management skills with the ability to manage multiple priorities simultaneously

• Excellent communication and interpersonal skills, with the ability to engage effectively with stakeholders at all levels

• Demonstrated ability to lead cross-functional teams and drive collaborative working relationships

• Proficiency in programme management methodologies and tools

• Strong analytical and problem-solving abilities with a data-driven approach to decision making

• Experience with performance metrics, KPI tracking and reporting

• Knowledge of customer service operations and best practices

• Relevant project management certifications such as PMP or PRINCE2 are advantageous

• Must be willing to work on shifting schedules at Bonifacio Global City, Taguig City

Other info:

• Application Process: 1 Day hiring (Onsite Process depending on the availability of the hiring managers)

• Work set up: Onsite

• Schedule: Shifting

• Salary Range: Your current and expected salary as well as your interview with the hiring managers will be considered for the offer