Operations Manager (BPO Company)

SSG; Pasig; On-site; PHP 1,339,000 - 2,344,000; Full time

Job summary

Support Services Group in Pasig, Metro Manila, Philippines, is seeking an experienced Operations Manager to lead day-to-day operations and drive service delivery excellence within our omnichannel contact center. You will oversee voice, non-voice, and back-office programs, build strong client relationships, and push key metrics such as SLA, KPI, quality, and CSAT.

Join us to guide teams, launch startup programs for new logos, and ensure compliance with client requirements while fostering

Qualifications

• Proven experience as an Operations Manager in a BPO/Contact Center environment.
• Strong background in Retail Account (non-voice, and back-office programs).
• Experience launching start-up programs or new client logos.
• Strong client relationship management and stakeholder management skills.
• Excellent leadership, coaching, and people management capabilities.
• Strong analytical, problem-solving, and decision-making skills.
• Excellent communication and presentation skills.
• Willing to work 100% onsite - Flexible to work rotating shifts, including Philippine holidays, and weekends as required.

Responsibilities

• Manage day-to-day operations, ensuring service delivery and operational excellence.
• Lead and oversee omnichannel operations, including voice, non-voice, and back-office support functions.
• Build and maintain strong client relationships through regular business reviews, performance updates, and issue resolution.
• Drive key operational metrics, including SLA, KPI, quality, productivity, CSAT, and employee engagement.
• Lead workforce planning and collaborate with support groups to ensure business requirements are met.
• Manage, coach, and develop Team Leaders and Operations staff to achieve individual and team performance goals.
• Identify process improvement opportunities and implement initiatives to improve operational efficiency.
• Support the successful launch and transition of new client programs or start-up operations.
• Ensure compliance with company policies, client requirements, and operational standards.
• Prepare and present business reports, performance analyses, and action plans to stakeholders.

Skills

Operations management

Leadership

Client relationship management

Analytical thinking

Communication skills

People management

Job description

KEY RESPONSIBILITIES

• Manage the day-to-day operations, ensuring service delivery and operational excellence.

• Lead and oversee omnichannel operations, including voice, non-voice, and back-office support functions.

• Build and maintain strong client relationships through regular business reviews, performance updates, and issue resolution.

• Drive key operational metrics, including SLA, KPI, quality, productivity, CSAT, and employee engagement.

• Lead workforce planning and collaborate with support groups to ensure business requirements are met.

• Manage, coach, and develop Team Leaders and Operations staff to achieve individual and team performance goals.

• Identify process improvement opportunities and implement initiatives to improve operational efficiency.

• Support the successful launch and transition of new client programs or start-up operations.

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

• Prepare and present business reports, performance analyses, and action plans to stakeholders.
  

QUALIFICATIONS

• Proven experience as an Operations Manager in a BPO/Contact Center environment.

• Strong background in Retail Account (non-voice, and back-office programs)

• Demonstrated experience in launching start-up programs or new client logos.

• Strong client relationship management and stakeholder management skills.

• Excellent leadership, coaching, and people management capabilities.

• Strong analytical, problem-solving, and decision-making skills.

• Excellent communication and presentation skills.

• Willing to work 100% onsite - Flexible to work rotating shifts, including Philippine holidays, and weekends as required.

Company Description:

Support Services Group is a global, omnichannel contact center solutions company founded in 1998 with headquarters in Waco, Texas. Our company provides tailored, omnichannel solutions for Technical Support, Customer Care, E-commerce and Retail, RMA Management, B2B/B2C Sales, Sales Support, membership services, travel services, and more. Our mission is to deliver extraordinary customer care to brands that prioritize customer satisfaction and loyalty. We have strategically located ourselves in 10 countries with 20+ locations and 10,000+ employees. With the right People, Technology, and Solutions, we offer unparalleled customer experience to all clients worldwide.