Onsite BPO Operations Manager - KPI & People Leader

Staff4Me; General Santos; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

Staff4Me seeks an experienced Operations Manager to oversee daily BPO operations, drive efficiency, and ensure exceptional service delivery. You will lead teams, monitor KPIs, and implement strategies to meet client expectations and business goals.

The ideal candidate demonstrates strong leadership, analytical thinking, and a track record of improving processes in fast-paced environments. Onsite work in General Santos City with coordinating shifts is required.

Qualifications

• Bachelor’s degree in Business Administration, Management, Operations Management, or related field.
• 3–5 years in BPO operations with leadership experience.
• 2 years managing Team Leaders or multiple teams.
• Experience managing performance, targets, and improving KPIs.
• Strong knowledge of BPO ops, WFM, QA, client relationships, and reporting.
• Experience handling client escalations, reviews, and improvement initiatives.
• Excellent leadership, communication, analytical, and decision-making skills.
• Proficiency in Excel and experience with reporting/workforce tools.
• Willingness to work onsite in General Santos City and accommodate shifts.

Responsibilities

• Oversee daily BPO operations to ensure efficiency and compliance.
• Coach and develop Team Leaders, Supervisors, and staff to meet targets.
• Monitor KPIs: service level, CSAT, productivity, quality, attendance, attrition, costs.
• Develop strategies to improve performance and service delivery.
• Maintain strong client relationships and provide regular performance updates.
• Analyze reports to identify trends and implement corrective actions.
• Collaborate with HR, Training, QA, IT, and other departments for staffing and goals.
• Ensure staffing, utilization, and resource allocation meet demand.
• Identify opportunities for cost optimization and efficiency gains.
• Handle escalations and implement preventive measures to reduce impact.
• Ensure compliance with policies, data privacy, security, and labor laws.
• Prepare operational reports and performance improvement plans for senior management.
• Foster a positive work environment with accountability and continuous improvement.

Skills

Strategic leadership

KPI management

Client relationship management

Problem-solving

People development

Data-driven decision-making

Process improvement

Accountability

Education

Bachelor's degree in business

Tools

Excel

WFM tools

Job description

Staff4Me seeks an experienced Operations Manager to oversee daily BPO operations, drive efficiency, and ensure exceptional service delivery. You will lead teams, monitor KPIs, and implement strategies to meet client expectations and business goals.

The ideal candidate demonstrates strong leadership, analytical thinking, and a track record of improving processes in fast-paced environments. Onsite work in General Santos City with coordinating shifts is required.