Operations Manager

Virtual Staffing Solutions; Cebu City; On-site; PHP 60,000 - 120,000; Full time

Job summary

Virtual Staffing Solutions in Cebu City is seeking an experienced Operations Manager to lead our BPO team, overseeing daily service delivery, process optimization, and performance management. You will drive operational excellence, ensure a high-quality customer experience, and maintain strict adherence to industry standards while guiding teams to meet client SLAs in a fast-paced environment.

This role offers growth opportunities in a dynamic outsourcing operation with a focus on service quality

Qualifications

• Minimum 2 years in a leadership/managerial role overseeing BPO operations.
• Strong understanding of customer support operations and technical support workflows.
• Proven track record in managing teams, optimizing performance metrics, and driving client satisfaction.
• Ability to thrive and lead teams in a fast-paced, high-pressure environment.
• Strong attention to detail and commitment to service quality.

Responsibilities

• Direct and oversee daily BPO operations to ensure efficiency and high service quality.
• Track, analyze, and elevate team performance against metrics and client SLAs.
• Identify bottlenecks, streamline workflows, and implement best practices to drive productivity.
• Develop and execute strategies to improve customer satisfaction and service quality.
• Drive operational initiatives while ensuring adherence to industry standards and regulatory compliance.

Skills

Leadership

BPO operations

Performance management

Customer service

Regulatory compliance

Job description

We are seeking an experienced Operations Manager to lead our BPO team, overseeing daily service delivery, process optimization, and overall performance management. In this role, you will be responsible for driving operational excellence, ensuring a high-quality customer experience, and maintaining strict compliance with industry standards.

Responsibilities:

• Direct and oversee daily BPO operations to ensure continuous efficiency, high service quality, and seamless service delivery.
• Track, analyze, and elevate team performance against key operational metrics and client SLAs.
• Identify operational bottlenecks, streamline workflows, and implement best practices to drive productivity.
• Develop and execute strategies aimed at improving customer satisfaction and overall service quality.
• Drive key operational initiatives while ensuring full adherence to industry standards and regulatory compliance.

Requirements:

• Minimum of 2 years in a leadership/managerial role directly overseeing BPO operations.
• Deep understanding of operational processes, customer support operations, and technical support workflows.
• Proven track record in managing teams, optimizing performance metrics, and driving client satisfaction.
• Ability to thrive, make sound decisions, and lead teams effectively in a fast-paced, high-pressure environment.
• Strong attention to detail with an unyielding commitment to service quality and operational excellence.