Operations Manager

Lean Solutions Group; Makati; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Lean Solutions Group in Metro Manila is seeking a BPO Operations Manager – Logistics to oversee day-to-day logistics support within a BPO environment. You will ensure freight management, order fulfillment, shipment tracking, and customer service meet stringent SLAs.

By leading cross-functional teams and applying logistics expertise, you will optimize efficiency, drive client satisfaction, and uphold regulatory standards while delivering high-quality service solutions.

Qualifications

• Education: Bachelor’s degree in Supply Chain Management, Logistics, Business Administration, or a related field (preferred).
• Minimum of 5 years of BPO operations experience, with at least 2–3 years in a managerial or leadership role.
• Demonstrated expertise managing Logistics, Freight, Fleet, Transportation, or Supply Chain accounts/processes.
• Strong familiarity with Logistics Management Systems (TMS, WMS, ERPs like SAP or Oracle) and call/contact center tools.
• Deep understanding of BPO metrics (CSAT, SLA, AHT, QA) paired with key logistics performance metrics (On-Time In-Full / OTIF, First Contact Resolution, Exception Handling Speed)

Responsibilities

• Oversee day-to-day BPO operations and logistics support.
• Lead cross-functional teams to meet SLAs and KPIs.
• Manage freight, fleet, transportation, and supply chain accounts.
• Ensure accuracy in shipment tracking and quality customer service.
• Drive operational excellence and regulatory compliance.

Skills

Logistics management

Freight management

Call center tools

KPIs (CSAT/SLA/AHT/QA)

Education

Bachelor's degree in SCM/Logistics

Tools

SAP

Oracle ERP

TMS

WMS

Job description

BPO Operations Manager – Logistics is responsible for overseeing day-to-day business and logistics support operations within a BPO environment. This role ensures the seamless delivery of high-quality logistics service solutions—including freight management, order fulfillment support, shipment tracking, and customer service—while meeting strict SLAs and KPIs.

By managing cross-functional teams, driving operational excellence, and leveraging logistics domain knowledge, the Operations Manager optimizes efficiency, productivity, and client satisfaction while upholding company and regulatory standards.

Qualifications & Requirements

• Education: Bachelor’s degree in Supply Chain Management, Logistics, Business Administration, or a related field (preferred).

Experience:

• Minimum of 5 years of BPO operations experience, with at least 2–3 years in a managerial or leadership role.
• Demonstrated expertise managing Logistics, Freight, Fleet, Transportation, or Supply Chain accounts/processes.

Technical & Domain Knowledge:

• Strong familiarity with Logistics Management Systems (TMS, WMS, ERPs like SAP or Oracle) and call/contact center tools.
• Deep understanding of BPO metrics (CSAT, SLA, AHT, QA) paired with key logistics performance metrics (On-Time In-Full / OTIF, First Contact Resolution, Exception Handling Speed).