Operations Leader: Drive KPIs, Coaching & Team Growth

VXI Global Holdings B.V. (Philippines); Manila; On-site; PHP 1,800,000 - 3,000,000; Full time

Job summary

VXI Global Holdings B.V. (Philippines) in Manila seeks an Operations Manager to lead Team Leaders and frontline staff, ensuring delivery against client expectations and business objectives.

You will drive performance through coaching, data analysis, and cross-functional collaboration with Workforce Management, Training, Quality, HR, and Recruitment to continuously improve service levels and employee engagement.

Qualifications

• Bachelor's degree or equivalent relevant work experience preferred.
• Experience in an Operations Manager or similar leadership role within a BPO/contact center.
• Proven ability to lead Team Leaders and large frontline teams.
• Experience driving operational KPIs and performance improvements.
• Strong analytical, problem-solving, and decision-making skills.
• Excellent leadership, communication, and stakeholder-management abilities.
• Ability to translate operational data into actionable plans.
• Excellent organizational skills to manage multiple priorities in a fast-paced setting.
• Experience working with clients and presenting performance results is preferred.
• Proficiency in Microsoft Office, reporting tools, and workforce management systems.

Responsibilities

• Lead and manage assigned Team Leaders and frontline teams.
• Achieve operational KPIs across productivity, quality, customer experience, and attendance.
• Maintain management cadence with reviews, coaching, huddles, and business reviews.
• Analyze performance trends to identify root causes and risks.
• Develop action plans to address gaps and drive sustained improvement.
• Coach Team Leaders to strengthen leadership and engagement.
• Ensure coaching, performance management, and attendance processes are followed.
• Monitor staffing, capacity, schedules, and coverage.
• Collaborate with Workforce Management, Training, Quality, HR, and Recruiting to resolve issues.
• Manage escalations and timely resolution of concerns.
• Ensure compliance with policies, SOPs, and regulatory requirements.
• Support succession planning and talent development for future leadership.
• Provide operational reports and performance analyses to leadership.
• Communicate updates and client expectations to teams.
• Drive employee engagement, retention, and recognition initiatives.

Skills

Leadership

Communication

Stakeholder management

Analytical thinking

Problem solving

Decision making

Multi-tasking

Client facing

Education

Bachelor's degree or equivalent relevant work experience

Tools

Microsoft Office suite

Reporting tools

Workforce/performance management systems

Job description

VXI Global Holdings B.V. (Philippines) in Manila seeks an Operations Manager to lead Team Leaders and frontline staff, ensuring delivery against client expectations and business objectives.

You will drive performance through coaching, data analysis, and cross-functional collaboration with Workforce Management, Training, Quality, HR, and Recruitment to continuously improve service levels and employee engagement.