Hybrid BPO Operations Manager — Customer Service Lead

Kaizen Gaming; Manila; Hybrid; PHP 900,000 - 1,500,000; Full time

Benefits offered by this job

Buddy onboarding support

Hybrid working model

Competitive pay & bonus scheme

360° feedback framework

Udemy access & ongoing training

Job summary

Kaizen Gaming, the team powering Betano, is seeking an BPO Operations Manager to own the Customer Service performance across leads and specialists. You will ensure the team has the right structure, resources, and schedules while driving measurable KPI improvements through QA, analysis and coordinated initiatives.

You will mentor leaders, escalate complex issues, and collaborate with cross-functional teams to resolve blockers.

Qualifications

• 3–5 years of experience in Customer Service operations.
• Proven leadership and team-management experience; BPO exposure preferred.
• Strong Excel, data analysis and ability to translate data into actions.
• Strategic thinking with solid decision-making.
• Proactive communication and cross-functional collaboration.
• Experience applying AI tools to improve productivity.

Responsibilities

• Own performance and output quality of Leads and Specialists.
• Ensure proper structure, resources and schedule coverage.
• Drive KPI impact through QA reviews, alerts and initiatives.
• Manage development plans and performance improvements (PIPs).
• Provide actionable feedback to Leaders and Specialists for performance gains.
• Escalate and resolve operational blockers affecting key journeys (payments, KYC, MyAccount).
• Collaborate with Backoffice, QA/QC, Training, Content and other teams to close gaps.
• Work with WFM to improve forecast accuracy and contingency planning.

Skills

Customer Service

Leadership

Excel & Analytics

CRM Tools

Data-driven decision making

Stakeholder management

AI mindset

Tools

CRM tools

Job description

Kaizen Gaming, the team powering Betano, is seeking an BPO Operations Manager to own the Customer Service performance across leads and specialists. You will ensure the team has the right structure, resources, and schedules while driving measurable KPI improvements through QA, analysis and coordinated initiatives.

You will mentor leaders, escalate complex issues, and collaborate with cross-functional teams to resolve blockers.