Operations Manager

Acquire Intelligence; Mandaluyong; On-site; PHP 700,000 - 1,200,000; Full time

Job summary

Acquire Intelligence in Manila is seeking an Operations Manager to lead delivery across multiple client accounts, ensuring SLA achievement, margin control and scalable growth as volume expands. You will own account health, drive recruitment and develop a small, capable team of team leaders and agents, while coordinating with the commercial and HR teams to optimize performance.

The role blends operations discipline with a sales focus, overseeing P&L inputs, performance reporting and continual

Responsibilities

• Run day-to-day delivery across several client accounts concurrently, meeting contracted SLAs and KPIs on each
• Balance priorities, staffing and escalations across accounts without one account’s demands degrading another
• Own account P&L inputs: utilisation, occupancy, attrition and billable hours
• Maintain process documentation, knowledge bases and quality frameworks for each account
• Own sales targets on outbound and inbound programs, including conversion, revenue per agent and campaign ROI
• Design and refine sales scripts, offers, objection handling and call flows with the client
• Identify upsell, cross-sell and scope expansion opportunities within existing accounts and build the business case for each
• Support new client onboarding and solution design with the Senior Director and commercial team
• Lead, coach and develop a small team of Team Leaders and agents to exceed target
• Run daily huddles, weekly performance reviews and structured one-to-one coaching
• Build a succession bench so the team can scale when accounts grow
• Manage recruitment, performance management and recognition in line with HR policy
• Act as the primary operational contact for each client, leading weekly and monthly business reviews
• Deliver accurate, timely performance reporting with clear commentary and actions
• Manage escalations, contract variations and change requests with the client
• Work with WFM on forecasting, scheduling and intraday management across all accounts
• Use data to diagnose performance gaps and drive corrective action plans

Job description

Operations Manager

Purpose of the role

The role exists to deliver contracted service levels across several accounts at once while expanding each account’s value to Acquire Intelligence. The successful candidate combines contact centre operational discipline with a sales leader’s focus on conversion, pipelineandrevenue.

The Operations Manager is the primary operational contact for each client, owns account health and margin, and builds a small team that performs above target and is ready to scale when a client adds volume or new linesofbusiness.

Key responsibilities

Multi‑accountoperations

• Run day‑to‑day delivery across several client accounts concurrently, meeting contracted SLAs and KPIsoneach
• Balance priorities, staffing and escalations across accounts without one account’s demandsdegradinganother
• Own account P&L inputs: utilisation, occupancy, attrition andbillablehours
• Maintain process documentation, knowledge bases and quality frameworks foreachaccount

Sales performance andrevenuegrowth

• Own sales targets on outbound and inbound sales programs, including conversion, revenue per agent andcampaignROI
• Design and refine sales scripts, offers, objection handling and call flows withtheclient
• Identify upsell, cross‑sell and scope expansion opportunities within existing accounts and build the business caseforeach
• Support new client onboarding and solution design with the Senior Director andcommercialteam

Team leadershipanddevelopment

• Lead, coach and develop a small team of Team Leaders and agents to consistentlyexceedtarget
• Run daily huddles, weekly performance reviews and structuredone‑to‑onecoaching
• Build a succession bench so the team can scale whenaccountsgrow
• Manage recruitment, performance management and recognition in line withHRpolicy

Client managementandreporting

• Act as the primary operational contact for each client, leading weekly and monthlybusinessreviews
• Deliver accurate, timely performance reporting with clear commentaryandactions
• Manage escalations, contract variations and change requests withtheclient

Workforce planningandanalytics

• Work with WFM on forecasting, scheduling and intraday management acrossallaccounts
• Use data to diagnose performance gaps and drive correctiveactionplans

Join the A-Team and experience the A-Life!