BPO Service Delivery Leader — Night Shift, Onsite

Stafflink Express; Taguig; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Stafflink Express is seeking a Service Delivery Manager to oversee daily BPO operations in Taguig. The role emphasizes strong leadership, SLA/KPI management, and building durable client relationships on a 100% onsite night-shift schedule.

The ideal candidate will have at least 2 years in a supervisory or operations leadership role within BPO, plus a bachelor’s degree. You will drive performance, governance, and continuous improvements across multiple teams and processes.

Qualifications

• 2+ years in a supervisory or operations manager/leadership role.
• Experience in BPO operations (blended accounts in sales/telco/retail).
• Exposure to SLA/KPI management, account performance and governance.
• Experience interacting with clients, stakeholders, or business partners.

Responsibilities

• Oversee daily BPO operations to ensure efficient service delivery.
• Monitor team performance against SLAs and KPIs and against operational targets.
• Lead and develop supervisors, team leaders, and operational teams.
• Build and maintain positive relationships with clients and stakeholders.
• Conduct performance reviews, operational meetings, and regular reporting.
• Identify operational gaps and implement corrective action plans.
• Ensure compliance with company policies, procedures, and client requirements.
• Manage escalations and resolve operational issues promptly.
• Collaborate with cross-functional teams to improve service quality and productivity.
• Drive continuous improvement initiatives to enhance operational performance.
• Support workforce planning, employee development, and performance management.
• Ensure consistent achievement of customer satisfaction and business objectives.

Skills

Leadership

BPO operations

SLA management

KPI tracking

Stakeholder management

People development

Education

Bachelor's degree

Job description

Stafflink Express is seeking a Service Delivery Manager to oversee daily BPO operations in Taguig. The role emphasizes strong leadership, SLA/KPI management, and building durable client relationships on a 100% onsite night-shift schedule.

The ideal candidate will have at least 2 years in a supervisory or operations leadership role within BPO, plus a bachelor’s degree. You will drive performance, governance, and continuous improvements across multiple teams and processes.