Operations Manager | Dayshift | CX & Back Office

Acquire Intelligence; Pasig; On-site; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

HMO coverage for you and your family

Yearly kickoff parties

Promotion opportunities

Job summary

Acquire Intelligence is seeking an Operations Manager to lead day‑to‑day performance of Customer Experience and back‑office programs in a day‑shift role with occasional flexibility. You will guide operational teams to meet productivity, quality, and SLA targets, while collaborating with cross‑functional partners to resolve issues and drive improvements.

You will work closely with the Operations Director and Client Partners to optimize processes, coach leaders, and ensure high‑performing teams

Qualifications

• 4 to 7 years in BPO, contact center, shared services, or back-office operations.
• Proven experience leading Team Leaders and operational teams in a performance-driven environment.
• Deep knowledge of contact center and back-office operations, including productivity, quality, SLA management, and customer experience.
• Excellent communication and stakeholder management skills, with the ability to engage clients confidently and handle escalations effectively.

Responsibilities

• Lead day-to-day operations across assigned Customer Experience and back-office programs, ensuring productivity, quality, SLA, and client commitments.
• Monitor performance trends and data, identify risks and gaps, and take corrective action.
• Build and maintain strong relationships with clients and internal stakeholders.
• Manage escalations with urgency and sound judgment, ensuring resolution and follow-up.
• Lead, coach, and develop Team Leaders and teams, setting clear performance expectations.
• Drive employee engagement, performance management, and succession planning.
• Analyze processes and data to identify root causes and opportunities for CX and efficiency.
• Lead continuous improvement and automation initiatives across CX and back-office workflows.
• Collaborate with Workforce, Finance, HR, Quality, IT, and Compliance to align staffing and controls.
• Support client reviews, planning, and strategic initiatives with leadership.

Skills

Leadership

Operations management

BPO experience

Client relationship

Data analysis

Process improvement

Stakeholder management

Communication

Job description

At Acquire Intelligence, our mission is to help business work smarter.

We bring together the best people, efficient processes, and automation to help companies grow faster and operate with confidence.

Our purpose is to simplify how businesses work, improve performance, and lead meaningful change across the globe.

If you're passionate about making a real impact through innovation and collaboration, Acquire Intelligence is the place to grow your career.

Advance Your Career - Join us today and be part of a team where your work makes an impact!

WHY JOIN THE A-TEAM? Come for a career, stay for the fun!

Here’s what’s waiting for you:

• HMO coverage for you and your family

• Epic Yearly Kick-Off Parties with major giveaways (including a car in 2023!)

• Recognition through our Value Awards — we celebrate your wins

• Real career growth with internal promotions

• Meaningful work with talented and supportive teams

Your future matters:

• 900 internal promotions every year

• 2,700+ leadership training courses

Extra rewards along the way:

• 14th Month Pay for employees who complete 5 years with us

• Generous referral incentives of up to ₱42,000 depending on the role

Enjoy work-life balance:

• 12 Vacation Leaves

• 12 Sick Leaves

• 1 Birthday Leave

A SNAPSHOT OF YOUR ROLE

As an Operations Manager at Acquire Intelligence, you will take ownership of the day-to-day performance of assigned Customer Experience and back-office programs, leading operational teams to consistently deliver on service levels, quality, productivity, and client commitments.

This is a hands‑on leadership role where your operational instincts, commercial awareness, and bias for action will directly shape business outcomes. You will work alongside the Operations Director, Client Partners, and cross‑functional teams to solve operational challenges, drive continuous improvement, and build the kind of high‑performing culture where both people and clients thrive.

This is a day shift position, with occasional flexibility required to support client and business requirements.

If you are a seasoned contact center and back‑office professional ready to lead at the next level, this is the role for you.

YOUR DAILY RESPONSIBILITIES

• Lead day-to-day operations across assigned Customer Experience and back‑office programs, ensuring consistent achievement of productivity, quality, SLA, and client contractual commitments

• Monitor operational performance trends and data, identifying risks and performance gaps and taking timely corrective action

• Build and maintain strong relationships with clients and internal stakeholders, serving as a key operational point of contact for assigned programs

• Manage escalations and client concerns with urgency and sound judgment, ensuring effective resolution and thorough follow‑through

• Lead, coach, and develop Team Leaders and operational teams, setting clear performance expectations and leadership standards

• Drive employee engagement, performance management, talent development, and succession planning to build sustainable high‑performing teams

• Analyze business processes and operational data to identify root causes, gaps, and opportunities to improve customer experience, efficiency, and quality

• Lead and support continuous improvement, process optimization, and automation initiatives across Customer Experience and back‑office workflows

• Collaborate with Workforce, Finance, HR, Quality, IT, and Compliance functions to align staffing, controls, and business priorities

• Support client reviews, operational planning, and strategic initiatives alongside the Operations Director and Client Partners

A BIT ABOUT YOU

• 4 to 7 years of experience in BPO, contact center, shared services, or back‑office operations, with a strong leadership background

• Proven experience leading Team Leaders and operational teams in a performance‑driven environment

• Deep knowledge of contact center and back‑office operations, including productivity, quality, SLA management, and customer experience

• Excellent communication and stakeholder management skills, with the ability to engage clients confidently and handle escalations effectively

• Strong analytical and problem‑solving skills, with the ability to use data to drive operational decisions and performance improvements

• Hands‑on, proactive, and solution‑oriented, with the ability to thrive in a fast‑paced and evolving environment

• Comfortable navigating complex business processes and working across multiple functions to deliver aligned outcomes

• Working knowledge of Accounts Payable, Accounts Receivable, invoicing, or reconciliation processes is highly desirable; a formal accounting background is not required

• Results‑oriented and accountable, with a genuine commitment to developing people and delivering strong client outcomes

• Adaptable and commercially aware, bringing energy and a bias for action to everything you do

WHAT WE VALUE

We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values:

• Curious and Clever: Smart questions spark smart solutions.

• Entrepreneurial Energy: Think like an owner. Solve like a founder.

• Fast with Intent: We move fast and deliver real results.

• Laugh and Learn: We don't take ourselves too seriously, just our results.

What are you waiting for? Come for a career, stay for the fun!