Operations Manager – BPO

EmpireOne BPO Solutions, Inc.; Philippines; On-site; PHP 800,000 - 1,400,000; Full time

Job summary

EmpireOne BPO Solutions, Inc. is seeking an Operations Manager to oversee daily performance across assigned BPO accounts.

You will lead Supervisors and Team Leaders, manage client relationships, and ensure objectives are met in operational, financial, quality, and client areas. Responsibilities include driving SLA/KPI attainment, coaching leaders, reviewing performance trends, and initiating corrective actions.

Qualifications

• Bachelor's degree in Business Administration, Management, or related field.
• At least five years of BPO operations experience.
• Minimum of two years in an Operations Manager or equivalent leadership role.
• Experience managing multiple teams, accounts, or lines of business.
• Strong knowledge of BPO metrics: SLA, AHT, CSAT, QA, productivity, attendance, utilization, attrition.

Responsibilities

• Oversee daily operations across assigned accounts.
• Ensure SLA, KPI, productivity, quality and CSAT targets.
• Lead and develop Supervisors and Team Leaders.
• Review performance reports to identify risks and opportunities.
• Develop corrective action plans for underperforming teams.
• Conduct business reviews and client meetings.
• Maintain strong client relationships with timely updates.
• Coordinate with WFM, Quality, Training, HR, Recruitment, IT, and Finance.
• Manage staffing, scheduling, capacity, attrition, and attendance.
• Monitor account profitability and budget utilization.

Skills

Leadership

Client management

Strategic thinking

Analytical

Communication

Problem solving

Decision making

Change management

Conflict management

Accountability

Results orientation

Education

Bachelor's degree in Business Administration

Tools

Microsoft Office

Google Workspace

Workforce-management tools

Reporting systems

Job description

Job Description: Operations Manager – BPO

Position: Operations Manager

Department: Operations

Reports To: Director of Operations / Site Director

Employment Type: Full-Time

Position Summary

The Operations Manager is responsible for overseeing the daily performance of assigned BPO accounts and ensuring that operational, financial, quality, and client objectives are consistently achieved. This role leads Operations Supervisors and Team Leaders, manages client relationships, develops improvement plans, and maintains a highly engaged and productive workforce.

Key Responsibilities

• Oversee daily operations across assigned accounts or programs.
• Ensure achievement of service-level agreements, KPIs, productivity, quality, attendance, and customer satisfaction targets.
• Lead, coach, and develop Supervisors and Team Leaders.
• Review performance reports and identify operational risks, trends, and improvement opportunities.
• Develop and implement corrective action plans for underperforming teams.
• Conduct regular business reviews, calibration sessions, and client meetings.
• Maintain strong client relationships and provide timely updates regarding performance, staffing, and operational concerns.
• Collaborate with Workforce Management, Quality, Training, HR, Recruitment, IT, and Finance.
• Manage staffing requirements, schedules, capacity, attrition, and employee attendance.
• Support the successful launch and transition of new accounts or processes.
• Monitor account profitability, overtime, staffing costs, and budget utilization.
• Ensure compliance with company policies, client requirements, and applicable data-security standards.
• Address employee concerns, promote engagement, and maintain a positive workplace culture.
• Prepare and present weekly, monthly, and quarterly operational reports.
• Escalate critical risks and incidents to senior leadership with clear action plans.

Qualifications

• Bachelor’s degree in Business Administration, Management, or a related field preferred.
• At least five years of BPO operations experience.
• Minimum of two years in an Operations Manager or equivalent leadership role.
• Proven experience managing multiple teams, accounts, or lines of business.
• Strong knowledge of BPO metrics, including SLA, AHT, CSAT, QA, productivity, attendance, utilization, and attrition.
• Excellent leadership, communication, analytical, and client-management skills.
• Ability to interpret operational data and develop effective improvement plans.
• Proficient in Microsoft Office, Google Workspace, workforce-management tools, and reporting systems.
• Willing to work onsite, on shifting schedules, weekends, or holidays when required.
• Leadership and people development
• Client relationship management
• Strategic and analytical thinking
• Performance and financial management
• Problem-solving and decision-making
• Communication and presentation
• Accountability and results orientation
• Change and conflict management

Key Performance Indicators

• SLA and KPI achievement
• Customer satisfaction and quality scores
• Productivity and operational efficiency
• Attendance and schedule adherence
• Employee attrition and engagement
• Client satisfaction and retention
• Account profitability and budget compliance
• Timely resolution of operational escalations