Operations Leader: Performance, Coaching & Escalations

Global Strategic Business Process Solutions; Mandaluyong; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Global Strategic Business Process Solutions is seeking a results-driven Operations Manager in Metro Manila to lead performance analysis, set clear objectives for teams, and act as a principal escalation point for operational issues. The role focuses on coaching, client relationship management, and driving continuous improvement across programs.

The ideal candidate has a Bachelor’s degree and proven BPO operations leadership, with strong analytical skills, and experience handling US client

Qualifications

• Bachelor’s degree in business-related field.
• Experience in operations management within a BPO.
• Strong leadership and communication skills.
• Analytical skills to interpret performance data.
• Ability to manage client relationships and escalations.
• Experience communicating with US clients is a plus.

Responsibilities

• Review and analyze program performance metrics to identify needs and opportunities for improvement.
• Provide written performance appraisals, setting clear objectives and expectations for team members.
• Act as a key escalation point for front-line team members to address and resolve operational issues effectively.
• Identify program-related issues and oversee the resolution process, ensuring timely and effective communication.
• Maximize the potential of team members through coaching, mentorship, and effective leadership.
• Track client issues, maintain correspondence, and ensure timely resolution to enhance overall client satisfaction.
• Support organizational goals by implementing and facilitating processes that promote continuous improvement, leading to enhanced service quality and reduced operating expenses.
• Regularly review and optimize workflows to ensure efficiency and effectiveness in service delivery.

Skills

Leadership

Communication

Interpersonal skills

Analytical thinking

Problem-solving

Client management

Education

Bachelor’s degree in Business Administration/Operations Management

Job description

Global Strategic Business Process Solutions is seeking a results-driven Operations Manager in Metro Manila to lead performance analysis, set clear objectives for teams, and act as a principal escalation point for operational issues. The role focuses on coaching, client relationship management, and driving continuous improvement across programs.

The ideal candidate has a Bachelor’s degree and proven BPO operations leadership, with strong analytical skills, and experience handling US client