Client Experience Operations Leader

Qualfon Philippines, Inc.; Cebu City; On-site; PHP 1,800,000 - 2,600,000; Full time

Job summary

Qualfon Philippines, Inc. in Cebu is seeking an Operations Manager to oversee day-to-day operations for assigned accounts, ensuring delivery of client and internal metrics while maintaining efficiency and profitability.

You will lead staffing, productivity, and cost management, analyze performance data, and drive continuous improvement while partnering with client stakeholders to sustain service quality and business growth.

Qualifications

• Bachelor’s Degree in Business Administration, Management, or related field.
• 6+ years of experience in Call Center Operations or BPO Production.
• At least 4 years in a supervisory or managerial role.
• Strong analytical and reporting skills.
• Experience managing operational metrics and service delivery KPIs.
• Strong leadership, coaching, and people management skills.
• Excellent communication and stakeholder management abilities.

Responsibilities

• Oversee day-to-day operations of assigned accounts to meet client and internal performance metrics.
• Monitor client KPIs (Quality, Adherence, Turnaround Time, Throughput, and other KPIs) and staffing needs.
• Represent operations in communications with client stakeholders and internal teams; provide regular updates.
• Forecast revenues and operating expenses to support goals and drive EBIT performance.
• Lead talent development, coaching, and succession planning for team members.

Skills

Analytical ability

Communication

Leadership & coaching

Operations experience

Education

Bachelor’s degree in Business/Management

Job description

Qualfon Philippines, Inc. in Cebu is seeking an Operations Manager to oversee day-to-day operations for assigned accounts, ensuring delivery of client and internal metrics while maintaining efficiency and profitability.

You will lead staffing, productivity, and cost management, analyze performance data, and drive continuous improvement while partnering with client stakeholders to sustain service quality and business growth.