Operations Manager

AIPI Acquire Intelligence Philippines Inc.; Taguig; On-site; PHP 850,000 - 1,150,000; Full time

Job summary

Acquire Intelligence Philippines Inc. is seeking an Operations Manager to deliver contracted service levels across multiple client accounts while expanding each account's value.

The role combines contact center operational discipline with a sales focus on pipeline, revenue, and onboarding of new clients, leading a small team to scale performance. You will act as the primary client contact, manage P&L inputs, drive improvements, and partner with the commercial team to design solutions.

Qualifications

• Experience managing multi-account contact center operations with delivery of SLAs.
• Proven ability to drive sales targets and revenue growth within client portfolios.
• Strong team leadership and coaching skills for a small team.
• Excellent client relationship management and reporting capabilities.

Responsibilities

• Run day-to-day delivery across several client accounts concurrently, meeting contracted SLAs and KPIs on each.
• Own account P&L inputs: utilisation, occupancy, attrition and billable hours.
• Lead recruitment, performance management and recognition in line with HR policy.
• Deliver weekly and monthly business reviews with clients and act as primary operational contact.
• Identify upsell, cross-sell and scope expansion opportunities within existing accounts.

Skills

Leadership

Sales leadership

Account management

Forecasting

Job description

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

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, pipeline and revenue. 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 lines of business.

Key responsibilities

Multi-account operations

• 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

Sales performance and revenue growth

• Own sales targets on outbound and inbound sales 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

Team leadership and development

• Lead, coach and develop a small team of Team Leaders and agents to consistently 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

Client management and reporting

• 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

Workforce planning and analytics

• Work with WFM on forecasting, scheduling and intraday management across all accounts
• Use data to diagnose performance gaps and drive corrective action plans

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

Acquire Intelligence is an award-winning, global business outsourcer with 10,000 staff and over 16-years' experience in delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail. We're an entrepreneurial business that is highly experienced in working with our partners to solve real-life problems quickly. A genuine partnership approach is at the heart of we do. Our teams are highly proficient in exceeding expectations, especially in situations where in-house teams may be typically challenged with the business processes of "big business." We have Class A offices in 14 locations across Australia, the Dominican Republic, the Philippines and the United States, as well as comprehensive Work-from-Home environments, where client-permitted. We're recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence. As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates with BPO experience to join our growing team.

We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages.

Acquire takes your privacy very seriously. The information collected through this site will only be processed with your prior consent and for the purpose of facilitating your employment opportunities. If you have provided consent and wish to withdraw it, you may click on the account settings and submit a request to delete your information. You may also inform us by writing to the address in the section on Access Rights to Personal Data or send us an email to [e-mail]. Please refer to our Privacy Policy at https://acquire.ai/ph/privacy-policy/