Davao Call Center Operations Leader

Resolv Global; Davao City; On-site; PHP 670,000 - 893,000; Full time

Job summary

Resolv Global is seeking an experienced Call Center Operations Manager to lead our Davao City contact center. You will drive performance, manage Team Leaders and Supervisors, and ensure SLAs and client KPIs are met while maintaining high service quality.

This role requires strong people leadership, data analysis, and the ability to build lasting client relationships across international programs. You will partner with Workforce Management, HR, and quality teams to optimize staffing, develop

Qualifications

• 5+ years in BPO/contact center operations, preferably Customer Service, Sales, Collections, Technical Support, or blended operations.
• 2–3 years of experience managing Team Leaders, Supervisors, or comparable operational leadership teams.
• Experience managing sizeable contact center operations, preferably with 100+ FTEs.
• Proven experience managing client relationships and conducting business/performance reviews.
• Experience supporting international client programs, particularly US, UK, Australian, or other international markets.

Responsibilities

• Oversee the daily operations of assigned BPO/contact center programs.
• Ensure contractual Service Level Agreements (SLAs), client KPIs, and internal performance targets are consistently achieved.
• Maintain appropriate staffing, scheduling, and operational coverage across shifts.
• Work closely with Workforce Management to align capacity, forecasts, and staffing requirements.
• Ensure operational procedures, escalation processes, and business continuity plans are followed.

Skills

Operational leadership

People management

Data analysis

English communication

Workforce planning

Education

Bachelor's degree

Tools

Excel

PowerPoint

CRM software

Job description

Resolv Global is seeking an experienced Call Center Operations Manager to lead our Davao City contact center. You will drive performance, manage Team Leaders and Supervisors, and ensure SLAs and client KPIs are met while maintaining high service quality.

This role requires strong people leadership, data analysis, and the ability to build lasting client relationships across international programs. You will partner with Workforce Management, HR, and quality teams to optimize staffing, develop