Client Operations Lead: Service Delivery & Growth

Qualfon; Cebu City; On-site; PHP 1,800,000 - 2,400,000; Full time

Job summary

Qualfon in Cebu City, Philippines seeks an Operations Manager to oversee day-to-day client delivery and internal performance metrics. The role focuses on staffing, productivity, and financial stewardship while acting as the primary liaison for client stakeholders and internal teams.

The ideal candidate brings 6+ years in Call Center/BPO operations with at least 4 years in supervisory roles, plus strong analytical and leadership skills to drive continuous improvement and team engagement.

Qualifications

• Bachelor’s Degree in Business Administration, Management, or related field.
• Minimum 6 years of experience in Call Center Operations or BPO Production.
• At least 4 years of experience in a Supervisory or Managerial role.
• Strong analytical and reporting skills.
• Experience managing operational metrics and service delivery KPIs.

Responsibilities

• Oversee day-to-day operations for assigned accounts to ensure delivery of client and internal performance metrics.
• Manage staffing, productivity, and cost to meet financial targets.
• Serve as primary operations contact for client stakeholders (US) and internal teams.
• Analyze reports and staffing trends to ensure SLA adherence and optimal service levels.
• Lead initiatives for performance improvement, employee engagement, and business growth.
• Foster leadership development and coaching for high-potential employees.

Skills

Leadership

Analytical skills

Communication

Stakeholder management

Process improvement

Team management

People management

Education

Bachelor’s Degree in Business Administration/Management

Job description

Qualfon in Cebu City, Philippines seeks an Operations Manager to oversee day-to-day client delivery and internal performance metrics. The role focuses on staffing, productivity, and financial stewardship while acting as the primary liaison for client stakeholders and internal teams.

The ideal candidate brings 6+ years in Call Center/BPO operations with at least 4 years in supervisory roles, plus strong analytical and leadership skills to drive continuous improvement and team engagement.