Hybrid Operations Lead - Managed Services & Team Growth

MRI India; Manila; Hybrid; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Hybrid working (2 days WFH)

HMO coverage with free dependent

20 annual leave days + cash conversion

Job summary

MRI Software is seeking a seasoned Operations Manager to lead a team of Team Leaders and frontline agents across multiple accounts from our Ortigas hub. The role focuses on delivering KPIs, coaching, and optimizing processes to boost efficiency and service quality.

You will collaborate with Quality, Training, WFM, and HR to close performance gaps, conduct reviews, and drive a positive, inclusive work culture for teams serving international clients.

Qualifications

• Bachelor’s degree in Business Administration, Management, or a related field (preferred).
• 5–7 years BPO experience, with at least 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

Education

Bachelor’s degree in Business Administration/Management

Tools

MS Office

Google Workspace

BPO reporting tools

Job description

MRI Software is seeking a seasoned Operations Manager to lead a team of Team Leaders and frontline agents across multiple accounts from our Ortigas hub. The role focuses on delivering KPIs, coaching, and optimizing processes to boost efficiency and service quality.

You will collaborate with Quality, Training, WFM, and HR to close performance gaps, conduct reviews, and drive a positive, inclusive work culture for teams serving international clients.