Night-Shift Operations Leader – Onsite Taguig

Dynamic Talent Solutions; Taguig; On-site; PHP 1,000,000 - 1,800,000; Full time

Job summary

Dynamic Talent Solutions is seeking an experienced Operations Manager to oversee daily operations, drive service delivery, and lead multiple teams in a high-volume BPO environment based in Taguig (onsite). The role focuses on achieving SLAs and KPIs, coaching Team Leaders and staff, analyzing performance data, and driving continuous improvement to optimize costs and client satisfaction.

Night shift, contract engagement, and strong collaboration with HR, Training, Quality, and Workforce

Qualifications

• Bachelor's Degree in Business Administration, Management, or a related field.
• Minimum of 5 years of Operations Management experience, preferably within BPO, Shared Services, Customer Service, or Contact Center environments.
• Proven experience managing large teams and multiple team leaders.
• Strong understanding of KPIs, SLAs, workforce management, and operational reporting.
• Excellent leadership, stakeholder management, and decision-making skills.
• Strong analytical and problem-solving abilities.
• Advanced proficiency in Microsoft Excel, PowerPoint, and reporting tools.
• Willing to work onsite in BGC, Taguig and on a night shift schedule.

Responsibilities

• Manage end-to-end operational performance, ensuring service level agreements (SLAs) and key performance indicators (KPIs) are achieved.
• Lead, coach, and develop Team Leaders, Supervisors, and support staff.
• Monitor productivity, quality, customer satisfaction, and operational efficiency metrics.
• Analyze operational data and generate reports to identify trends and improvement opportunities.
• Drive continuous improvement initiatives to enhance performance, reduce costs, and optimize processes.
• Collaborate with cross-functional teams including HR, Training, Quality, Workforce Management, and Client Services.
• Ensure compliance with company policies, client requirements, and regulatory standards.
• Handle escalations and implement action plans to resolve operational challenges.
• Conduct business reviews and present performance updates to stakeholders and leadership teams.
• Support workforce planning, resource allocation, and capacity management.

Skills

Leadership

Stakeholder management

Analytical thinking

Problem solving

KPI management

Workforce management

Operational reporting

Education

Bachelor's Degree in Business Administration, Management, or related field

Tools

Excel

PowerPoint

Job description

Dynamic Talent Solutions is seeking an experienced Operations Manager to oversee daily operations, drive service delivery, and lead multiple teams in a high-volume BPO environment based in Taguig (onsite). The role focuses on achieving SLAs and KPIs, coaching Team Leaders and staff, analyzing performance data, and driving continuous improvement to optimize costs and client satisfaction.

Night shift, contract engagement, and strong collaboration with HR, Training, Quality, and Workforce