Operations Manager, BPO Growth & Performance - Cebu

Qualfon; Cebu City; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Qualfon is seeking an Operations Manager to oversee day-to-day operations across assigned accounts, ensuring delivery of client and internal performance metrics while maintaining operational efficiency and financial performance. This role manages service delivery, staffing, productivity, and cost management while serving as a key point of contact for client stakeholders.

It also analyzes operational data to identify improvement opportunities and leads initiatives that drive performance and

Qualifications

• Bachelor's degree in business administration, management, or related field required.
• Minimum 6 years in Call Center Operations or BPO production.
• At least 4 years in a supervisory or managerial role.
• Strong analytical and reporting skills.
• Experience managing operational metrics and service delivery KPIs.
• Strong leadership, coaching, and people management skills.
• Excellent communication and stakeholder management abilities.

Responsibilities

• Oversee client performance and service delivery to meet SLAs and KPIs.
• Monitor KPIs, staffing, and production metrics to ensure targets are met.
• Provide regular performance updates to clients and internal stakeholders.
• Lead continuous improvement initiatives and optimize workflows to increase efficiency.
• Manage escalations and maintain clear communication with client stakeholders.

Skills

Leadership

People management

Analytical skills

Stakeholder management

Communication

Performance management

Education

Bachelor’s Degree in Business Administration, Management, or related field

Job description

Qualfon is seeking an Operations Manager to oversee day-to-day operations across assigned accounts, ensuring delivery of client and internal performance metrics while maintaining operational efficiency and financial performance. This role manages service delivery, staffing, productivity, and cost management while serving as a key point of contact for client stakeholders.

It also analyzes operational data to identify improvement opportunities and leads initiatives that drive performance and