Operations Manager

Private Advertiser; Rosario; On-site; PHP 900,000 - 1,600,000; Full time

Job summary

Private Advertiser is seeking an Operations Manager to oversee daily non-voice BPO operations, data processing, indexing, and back-office services, collaborating with Team Leaders and cross-functional departments to meet productivity, quality, and service delivery goals.

The role requires a Bachelor's degree and at least 5 years in BPO operations, including 3 years in management, with strong workforce management, KPI, and SLA experience; onsite in Rosario Batangas.

Qualifications

• 5 years of BPO operations experience, including 3 years in a managerial or equivalent leadership role.
• Strong experience in non-voice BPO, data processing, or back-office operations (preferred).
• Proven ability to manage large production teams and multiple projects.
• Solid knowledge of workforce management, capacity planning, productivity metrics, quality assurance, and SLA management.
• Excellent analytical, problem-solving, decision-making, and people management skills.

Responsibilities

• Oversee daily BPO operations, ensuring productivity, quality, and turnaround time targets are met.
• Lead and manage Team Leaders and production teams to achieve operational KPIs and client SLAs.
• Manage workforce allocation, capacity planning, and resource utilization.
• Monitor operational performance, identify gaps, and implement effective corrective actions.
• Drive continuous improvement initiatives to enhance efficiency, quality, and cost-effectiveness.
• Collaborate with HR, Quality Assurance, IT, and other support teams.
• Ensure compliance with company policies, client requirements, and data security standards.
• Prepare operational reports, performance analyses, and management recommendations.
• Develop employees through coaching, performance management, and succession planning.
• Oversee office security, safety, and facilities maintenance.

Skills

Leadership

Analytical thinking

Project management

Communication

Education

Bachelor's degree in Business Administration, Management, Industrial Engineering, or related field

Job description

About the role

As Operations Manager, you will oversee daily operations, primarily covering non-voice, data processing, indexing, and back-office services. You will work closely with Team Leaders and cross-functional departments to ensure productivity, quality, service delivery, and business objectives are consistently achieved.

Key responsibilities

• Oversee daily BPO operations, ensuring productivity, quality, and turnaround time targets are met.

• Lead and manage Team Leaders and production teams to achieve operational KPIs and client SLAs.

• Manage workforce allocation, capacity planning, and resource utilization.

• Monitor operational performance, identify gaps, and implement effective corrective actions.

• Drive continuous improvement initiatives to enhance efficiency, quality, and cost-effectiveness.

• Collaborate with HR, Quality Assurance, IT, and other support teams.

• Ensure compliance with company policies, client requirements, and data security standards.

• Prepare operational reports, performance analyses, and management recommendations.

• Develop employees through coaching, performance management, and succession planning.

• Oversee office security, safety, and facilities maintenance.

What we're looking for

• A Bachelor's degree in Business Administration, Management, Industrial Engineering, or a related field.

• At least 5 years of BPO operations experience, including 3 years in a managerial or equivalent leadership role.

• Strong experience in non-voice BPO, data processing, or back-office operations (preferred).

• Proven ability to manage large production teams and multiple projects.

• Solid knowledge of workforce management, capacity planning, productivity metrics, quality assurance, and SLA management.

• Excellent analytical, problem-solving, decision-making, and people management skills.

• Strong communication, organizational, and leadership capabilities.

• Willingness to work onsite in Rosario Batangas.