BPO Services Ops Manager Lead Teams & KPIs

Hammerjack Pty Ltd; Philippines; On-site; PHP 670,000 - 1,339,000; Full time

Benefits offered by this job

HMO coverage

Paid time off

Philippine government-mandatedBenefits

Job summary

MRI Software in the Philippines is seeking a Services Manager to oversee day-to-day BPO operations, ensuring service delivery excellence and team performance. You will lead multiple teams, drive KPI achievement, and maintain high client satisfaction across accounts.

The role requires strong leadership, process improvement, and effective stakeholder management to ensure quality, data accuracy, and compliance across shifts.

Qualifications

• Bachelor's degree in Business Administration, Management, or related field preferred
• Minimum 5–7 years BPO experience with 2–3 years in an Operations Manager or similar leadership role
• Proven experience managing large teams (10+ FTEs) across voice, non-voice, or blended accounts
• Strong understanding of BPO metrics, workforce management, and performance analytics
• Experience working with international clients (US, AU, UK, or similar markets)
• Excellent leadership, communication, and stakeholder management skills

Responsibilities

• Manage and lead a team of Team Leaders and frontline agents across assigned accounts or programs
• Ensure achievement of operational KPIs including productivity, quality, attendance, AHT, CSAT, and SLA compliance
• Develop, implement, and optimize operational processes to improve efficiency and performance
• Partner with Quality, Training, Workforce Management, and HR to address performance gaps
• Conduct regular performance reviews, coaching sessions, and talent development plans for direct reports
• Handle client communications, operational reviews, and performance reporting as required
• Monitor real-time operations and take corrective actions to address service level risks
• Drive employee engagement, retention, and a positive team culture
• Ensure compliance with company policies, data privacy, and security standards
• Support business continuity planning and manage escalations effectively

Skills

People management

Data-driven decision making

Client relationship management

Process improvement

English communication

MS Office / Google Workspace awareness

Education

Bachelor's degree in Business Administration/Management

Tools

MS Office

Google Workspace

BPO reporting tools

Job description

MRI Software in the Philippines is seeking a Services Manager to oversee day-to-day BPO operations, ensuring service delivery excellence and team performance. You will lead multiple teams, drive KPI achievement, and maintain high client satisfaction across accounts.

The role requires strong leadership, process improvement, and effective stakeholder management to ensure quality, data accuracy, and compliance across shifts.