Operations Leader: Scale Teams & Elevate Performance

VXI Global Solutions; Angeles; On-site; PHP 1,000,000 - 1,800,000; Full time

Job summary

VXI Global Solutions is seeking an Operations Manager to lead frontline teams and Team Leaders across defined programs. You will drive performance against client expectations, oversee service metrics, and partner with support functions to ensure smooth delivery.

The role requires strong leadership, analytics, and stakeholder-management skills, with a focus on coaching, performance reviews, and operational excellence in a BPO environment.

Qualifications

• Bachelor’s degree or equivalent relevant work experience preferred.
• Experience in an Operations Manager or leadership role within a BPO/contact center environment.
• Proven ability to manage operational KPIs and implement performance improvement strategies.
• Strong analytical, problem-solving, and decision-making skills.
• Excellent leadership, coaching, communication, and stakeholder-management abilities.
• Experience presenting performance results to clients.

Responsibilities

• Lead and manage assigned Team Leaders and their frontline teams.
• Ensure achievement of operational KPIs including productivity, quality, customer experience, attendance, adherence, and service metrics.
• Maintain management cadence with performance reviews, coaching, and business reviews.
• Analyze performance trends, identify root causes, risks, and opportunities for improvement.
• Develop and execute action plans to address gaps and ensure sustained improvement.
• Coach Team Leaders to strengthen leadership, accountability, and performance.
• Ensure staffing, capacity, schedules, and coverage meet business needs.
• Collaborate with Workforce Management, Training, Quality, HR, and Recruitment to resolve issues.

Skills

Leadership & Team Management

KPI tracking

Stakeholder management

Analytical thinking

Decision making

Education

Bachelor’s degree or equivalent

Tools

Microsoft Office

Reporting tools

Workforce management systems

Job description

VXI Global Solutions is seeking an Operations Manager to lead frontline teams and Team Leaders across defined programs. You will drive performance against client expectations, oversee service metrics, and partner with support functions to ensure smooth delivery.

The role requires strong leadership, analytics, and stakeholder-management skills, with a focus on coaching, performance reviews, and operational excellence in a BPO environment.