Operations Manager

Valor Global, Inc.; Biñan; On-site; PHP 670,000 - 1,228,000; Full time

Job summary

Valor Global, Inc. in Laguna, Philippines is seeking an experienced Operations Manager for a BPO account to drive performance, service quality, and client satisfaction.

Lead Team Leaders, monitor KPIs, manage schedules, and implement corrective actions while ensuring strict data privacy and security policies.

This role requires willingness to work shifting schedules, nights, weekends, and holidays to provide 24/7 coverage.

Qualifications

• Technical aptitude with hardware/software troubleshooting (e.g., smart home apps, security panels, Wi‑Fi issues).
• Strong ability to interpret metrics, build reports, and use data to drive team performance.
• Exceptional verbal and written English communication for client-facing meetings and coaching.

Responsibilities

• Meet and exceed account KPIs including SL, CSAT, AHT, and FCR.
• Act as the primary point of contact for the client regarding daily performance, updates, and action plans.
• Mentor, coach and develop Team Leaders to ensure high employee engagement and low attrition.
• Ensure adherence to emergency dispatch procedures, data privacy regulations (PCI) and internal security policies.
• Analyze performance trends to identify bottlenecks and implement corrective action plans.

Skills

Technical Aptitude

Data Analysis

Communication

Job description

Key Responsibilities

• Meet and exceed account KPIs, including Service Level (SL), Customer Satisfaction (CSAT), Average Handle Time (AHT), and First Contact Resolution (FCR).

• Act as the primary point of contact for the client regarding daily operational performance, updates, and action plans.

• Mentor, coach, and develop Team Leaders to ensure high employee engagement and low attrition.

• Ensure strict adherence to emergency dispatch procedures, data privacy regulations (like PCI compliance), and internal security policies.

• Analyze performance trends to identify operational bottlenecks and implement corrective action plans.

Qualifications & Requirements

• Experience:

  • Minimum of 3-5 years of experience as an Operations Manager or Assistant Operations Manager in a BPO environment.

  • Strongly Preferred: Experience handling an account in Home Security, Technical Support, or IoT (Internet of Things) devices.

• Skills:

  • Technical Aptitude: Comfort dealing with hardware/software troubleshooting processes (e.g., smart home apps, security panels, Wi-Fi connectivity issues).

  • Data Analysis: Strong ability to interpret metrics, build reports, and use data to drive team performance.

  • Communication: Exceptional verbal and written English communication skills for client-facing meetings and internal coaching.

• Willingness to work shifting schedules, night shifts, weekends, and holidays, as home security requires 24/7 coverage.