Occupier Services Manager

Hammerjack Pty Ltd; Philippines; On-site; PHP 670,000 - 1,339,000; Full time

Benefits offered by this job

HMO coverage

Paid time off

Philippine government-mandatedBenefits

Job summary

MRI Software in the Philippines is seeking a Services Manager to oversee day-to-day BPO operations, ensuring service delivery excellence and team performance. You will lead multiple teams, drive KPI achievement, and maintain high client satisfaction across accounts.

The role requires strong leadership, process improvement, and effective stakeholder management to ensure quality, data accuracy, and compliance across shifts.

Qualifications

• Bachelor's degree in Business Administration, Management, or related field preferred
• Minimum 5–7 years BPO experience with 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

MS Office / Google Workspace awareness

Education

Bachelor's degree in Business Administration/Management

Tools

MS Office

Google Workspace

BPO reporting tools

Job description

The Services Manager is responsible for overseeing day-to-day BPO operations, ensuring service delivery excellence, team performance, and client satisfaction. This role leads multiple teams and supervisors, drives operational efficiency, and ensures KPIs, SLAs, and quality standards are consistently met.

Key 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

Qualifications & Experience

• Bachelor's degree in Business Administration, Management, or a related field (preferred)
• Minimum of 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

Skills & Competencies

• People management and coaching
• Data-driven decision making
• Client relationship management
• Process improvement and problem-solving
• Strong written and verbal English communication
• Proficiency in MS Office, Google Workspace, and BPO reporting tools

Work Schedule

• Willing to work shifting schedules, night shifts, weekends, and holidays as required by the account

What We Offer

• Competitive salary and performance-based incentives
• HMO coverage (including dependents, if applicable)
• Paid time off and Philippine government-mandated benefits

Career growth opportunities within a growing BPO organization

About Us

From the day we opened our doors, MRI Software has built flexible, game-changing real estate software that powers thriving communities and helps make the world a better place to live, work and play. Fulfilling that mission is only possible because of one thing: exceptional people. People like you!

Our people-first approach to PropTech is defining a new industry standard for client experiences that, quite frankly, can't be duplicated. Experiences that deliver real value every day. And we know those experiences begin with our people.

We believe MRI is more than just a workplace; it's a connected community of people who truly feel they belong. Whether we're investing in employee resource groups or providing tailored resources for each person to reach their full potential, we're passionate about creating a work environment that makes you excited to show up every single day.

At MRI, one of our core values is to strive to amaze. From the intelligent solutions we create to the culture we cultivate, that's our goal every day. Because that's what industry leaders do. Whether you're joining as a new Pride member or rejoining us after a short time away, your talent is vital to us, our partners and our clients.

Amazing growth requires amazing employees. Are you up to the challenge

MRI is proud to be an inclusive employer. We welcome and celebrate diversity across all backgrounds, including ethnicity, religion, sexual orientation, gender identity, disability, age, military, veteran status and more.

We believe that Belonging is a direct result of Diversity, Equity, and Inclusion. Those values are woven into the fabric of who we are and are foundational to our continued success. Come and see for yourself!