Operations Manager – Customer Service Operations (WFO, Cebu)

Fusion BPO Services Ltd; Cebu City; On-site; Full time

Benefits offered by this job

Leadership opportunities

Professional development programs

Job summary

A leading customer service provider in Cebu is seeking an Operations Manager to oversee daily service delivery and enhance operational performance. Responsibilities include supervising teams, analyzing productivity metrics, and ensuring customer service standards are met. The ideal candidate has over 4 years of experience in call center operations and strong leadership skills. This role offers an opportunity for professionals looking to influence service quality and workforce development in a structured environment.

Qualifications

• Over 4 years of experience in call center or customer service operations.
• Experience in a leadership position is required.
• Ability to analyze performance statistics.

Responsibilities

• Supervise daily operations and personnel to maintain operational efficiency.
• Train and develop team leaders and supervisors.
• Collect and analyze productivity statistics.

Skills

Leadership and people management

Analyzing operational data

Communication skills

MS Office proficiency

Education

Completion of XII from a recognized board

Tools

MS Word

MS Excel

MS PowerPoint

Job description

Leadership in customer service operations requires strong oversight, resource planning, and performance management. Fusion CX is hiring an Operations Manager to lead daily service delivery, supervise team leaders, and drive operational performance across customer support programs. This opportunity is ideal for professionals seeking operations manager jobs in Cebu or leadership roles in call center operations where team development and productivity management are key priorities.

Job Description:

About the Role

You will oversee operational teams, monitor productivity metrics, and ensure customer service standards are consistently achieved. The role involves supervising team leaders, analyzing operational data, and managing resources to maintain efficient service delivery.

Key Responsibilities

• Supervise daily operations and personnel to maintain operational efficiency and service quality.

• Train, coach, and develop team leaders and supervisors.

• Conduct resource planning to maximize workforce productivity.

• Collect and analyze call center and back-office productivity statistics.

• Evaluate team performance using operational metrics and service benchmarks.

• Hire, coach, and provide ongoing training to personnel.

• Ensure teams maintain strong customer service standards across programs.

• Monitor operational processes and implement improvements to enhance performance.

Job Requirements:

Education

• Completion of XII from a recognized board.

Experience & Skills

• Experience in a similar leadership position is required.

• Over 4 years of experience in call center or customer service operations.

• Experience in customer service and sales-driven operational environments preferred.

• Strong leadership and people management capability.

• Ability to analyze operational data and performance statistics.

• Proficiency in MS Office tools, including Word, Excel, and PowerPoint.

Language & Communication Requirements

• Strong verbal and written communication skills required.

• Ability to communicate effectively with teams and operational leadership.

Other Requirements

• Work Mode: Work From Office (WFO).

Work Mode & Location

• Work Mode: WFO

• Location: Cebu, Philippines

Why Join Fusion CX?

Fusion CX offers leadership opportunities where operations managers influence service quality, productivity, and workforce development across global support programs. For professionals exploring operations manager jobs in Cebu or senior roles in customer service operations, this position provides the platform to lead teams, strengthen operational performance, and grow within a structured customer experience environment.