Operations Manager (BPO)

Private Advertiser; Makati; On-site; PHP 1,000,000 - 1,800,000; Full time

Job summary

Private Advertiser in the Philippines seeks a BPO Operations Manager – Logistics to oversee day-to-day logistics and support operations, ensuring SLA/KPI targets and high service quality within a dynamic BPO environment.

The role requires hands-on leadership of cross-functional teams, experience with freight, dispatch, tracking, and carrier coordination, and a strong grasp of logistics systems and CSAT metrics to drive performance and client satisfaction.

Qualifications

• 5+ years in BPO operations, with 2–3 years in a managerial or leadership role.
• Experience managing Logistics, Freight, Fleet, Transportation, or SCM accounts/processes.
• Knowledge of Logistics Management Systems (TMS, WMS, ERPs) and contact center tools.
• Strong familiarity with CSAT, SLA, AHT, QA metrics and OTIF.
• Lean Six Sigma knowledge is a plus.

Responsibilities

• Lead and develop operations teams to consistently hit client SLAs, KPIs and logistics targets.
• Oversee end-to-end logistics support workflows, including order intake, dispatch coordination, tracking/tracing, freight exception management, and carrier communication.
• Drive process improvements, SOPs, and supply chain best practices to enhance service efficiency and accuracy.
• Handle high-level escalations and complex logistics issues to ensure rapid resolution.

Skills

Leadership

Analytics

Communication

Process optimization

Lean Six Sigma

Team management

Education

Bachelor’s degree in SCM/Logistics

Tools

TMS

WMS

SAP/Oracle ERP

Job description

Job Summary

TheBPO Operations Manager – Logisticsis 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.

Key Responsibilities & FunctionsOperations & Logistics Management

• Lead, manage, and develop operations teams to consistently hit client Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and logistics operational targets.
• Oversee end-to-end logistics support workflows, includingorder intake, dispatch coordination, tracking/tracing, freight exception management, and carrier communication.
• Drive process improvements, standard operating procedures (SOPs), and supply chain best practices to enhance service efficiency and accuracy.
• Handle high-level escalations and complex logistics issues (e.g., shipment delays, inventory discrepancies, carrier disputes) to ensure rapid resolution.

Team Leadership & Development

• Coach, mentor, and develop Team Leaders, Supervisors, and frontline staff to foster career growth and peak performance.
• Oversee workforce management (WFM), shift scheduling, and resource allocation to adapt to seasonal logistics spikes and shifting volume demands.
• Build a positive work environment centered on continuous improvement, cross-team collaboration, and employee retention.

Client & Stakeholder Management

• Partner directly with external logistics clients and internal stakeholders to align on strategic objectives, review performance, and address evolving business needs.
• Monitor operational metrics and deliver insightful performance reports and data-driven recommendations to senior leadership and clients.
• Collaborate closely with internal support teams (HR, Training, Quality, and IT) to align logistics domain training and technology needs with operational goals.
• Ensure strict compliance with BPO security protocols, client SLAs, and relevant supply chain/logistics regulatory standards.

Qualifications & Requirements

• Education:Bachelor’s degree in Supply Chain Management, Logistics, Business Administration, or a related field (preferred).
• Experience:
• Minimum of5 yearsof BPO operations experience, with at least2–3 years in a managerial or leadership role.
• Demonstrated expertise managingLogistics, Freight, Fleet, Transportation, or Supply Chainaccounts/processes.
• Technical & Domain Knowledge:
• Strong familiarity with Logistics Management Systems (TMS, WMS, ERPslike 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).
• Skills:
• Proven ability to lead, scale, and motivate mid-to-large-sized teams in a fast-paced environment.
• Exceptional analytical, problem-solving, and process-optimization skills (Lean/Six Sigma knowledge is a plus).
• Outstanding verbal and written communication and stakeholder management abilities.
• Flexibility to manage shifting client requirements, seasonal volume surges, and 24/7 or rotational shift schedules.