BPO Program Manager: Lead Contact Center Programs

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

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.