Operations Manager

Straive; Calamba; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Straive in the Philippines seeks an experienced Operations Manager to lead a 160-180 headcount floor, drive productive hours, reduce overtime, and optimize non-billable support structures. You will focus on lean delivery and accountable performance.

You will map workflows, enforce SOPs, and build robust KPI reporting while coordinating with QA, Team Leaders, and clients to manage risks and ensure quality, with a strong emphasis on cost-efficiency and stakeholder governance.

Qualifications

• 5-8 years in operations management or supervisory roles in a BPO setting.
• Proven track record in workflow optimization and scaling productivity.
• Bachelor’s degree in Business Administration/Operations Management or related field.
• Strong business acumen in resource tracking and cost efficiency.
• Exceptional communication skills with experience presenting to global clients.
• Proficiency in workforce management metrics and data analytics (Excel/BI tools).

Responsibilities

• Drive fiscal responsibility across a 160-180 headcount floor by managing productive hours, minimizing overtime, and optimizing non-billable support structures.
• Maximize seat utilization and control real-time shrinkage to ensure lean, efficient, and cost-effective delivery.
• Align frontline performance with account health metrics to sustain program success.
• Map workflows, identify bottlenecks, and execute corrective actions to optimize transaction pipelines.
• Author, implement, and enforce SOPs for consistent quality and accuracy.
• Establish robust reporting frameworks to track KPIs, throughput, and capacity utilization.
• Act as the primary operational point of contact for clients, ensuring clear and professional communication.
• Proactively flag risks with immediate mitigation strategies.
• Lead weekly calibration sessions with QA leads, Team Leaders, and clients to ensure alignment on standards and compliance.
• Mentor Team Leaders through structured 1-on-1s, coaching on queue management and accountability.
• Guide teams through tool migrations, policy changes, and expansions with minimal disruption.

Skills

Operations management

Workflow optimization

Team leadership

Communication

Data analytics

BPO platforms

Education

Bachelor's degree in Business Administration/Operations Management

Tools

Excel

BI tools

BPO workflow platforms

Job description

• Drive fiscal responsibility across a 160-180 headcount floor by managing productive hours, minimizing unnecessary overtime, and optimizing non-billable support structures.
• Maximize seat utilization and control real-time shrinkage (absenteeism, attrition) to ensure lean, efficient, and cost-effective delivery.
• Align frontline performance with account health metrics to sustain program success.
• Operational Execution & Process Governance
• Map workflows, identify bottlenecks, and execute corrective actions to optimize transaction pipelines.
• Author, implement, and enforce SOPs for consistent quality and accuracy.
• Establish robust reporting frameworks to track KPIs, throughput, and capacity utilization.
• Client Communication & Stakeholder Governance
• Act as the primary operational point of contact for clients, ensuring clear and professional communication.
• Proactively flag risks (roadblocks, downtimes, spikes) with immediate mitigation strategies.
• Escalation Mitigation & Quality Assurance
• Build a zero-escalation culture through proactive process guardrails.
• Lead weekly calibration sessions with QA leads, Team Leaders, and clients to ensure alignment on standards and compliance.
• Strategic Leadership & Performance Management
• Mentor Team Leaders through structured 1-on-1s, coaching on queue management and accountability.
• Guide teams through tool migrations, policy changes, and expansions with minimal disruption.

Qualifications

• 5-8 years in operations management or supervisory roles in a BPO setting.
• Proven track record in workflow optimization and scaling productivity.
• Bachelor’s degree in Business Administration, Operations Management, or related field.
• Strong business acumen in resource tracking, shrinkage impact, cost-efficiency, and budget stewardship.
• Exceptional communication skills with experience presenting to global clients.
• Proficiency in workforce management metrics, financial/data analytics (Excel/BI tools), and BPO workflow platforms.