Operations Manager: Drive Efficiency & Team Coaching

Virtual Staffing Solutions; Leyte; On-site; PHP 600,000 - 900,000; Full time

Job summary

Virtual Staffing Solutions in Tacloban HQ, Leyte, Eastern Visayas, Philippines is seeking an Operations Manager to oversee day-to-day operations, manage Team Leads and agents, ensure compliance with standards, monitor performance, handle escalations, and drive efficiency.

The role requires 0–1 year of experience, a strong foundation in operations, and the ability to optimize multi-bucket workflows. Join a fast-paced team focused on quality and customer satisfaction.

Qualifications

• Bachelor's degree in Business Administration, Management, or a related field (preferred).
• 3 to 5 years of experience in Operations Management or team leadership, preferably within a BPO or shared services environment.
• Strong knowledge of workforce management, task allocation, voice and non-voice operations, and multi-bucket operational models.
• Proven ability to manage Team Leads and large operational teams.
• Excellent leadership, coaching, interpersonal, organizational, analytical, and problem-solving skills.
• Strong communication and stakeholder management abilities.
• Proficiency in Microsoft Office applications, particularly Excel, Word, and PowerPoint.
• Experience using CRM platforms, HRIS systems, ticketing systems, and workflow management tools.
• Ability to analyze operational data and translate insights into actionable improvements.
• Strong understanding of SLA, KPI, quality, and productivity management.

Responsibilities

• Manage daily operations, ensuring proper headcount allocation and task distribution.
• Oversee and track task completion across multiple operational buckets and workflows.
• Collaborate with Senior Operations Managers and Team Leads to identify gaps, resolve bottlenecks, and improve processes.
• Coach, mentor, and provide performance feedback to Team Leads and agents to ensure quality and consistency.
• Ensure adherence to SLAs, KPIs, and operational standards.
• Monitor performance metrics, including productivity, quality, accuracy, and customer satisfaction, and provide reports to leadership.
• Handle operational escalations and implement corrective and preventive action plans.
• Maintain accurate documentation of workflows, process updates, performance metrics, and standard operating procedures.

Skills

Leadership

Coaching

Interpersonal skills

Organizational skills

Analytical skills

Problem solving

Stakeholder management

Communication

Education

Bachelor's degree in Business Administration, Management, or a related field

Tools

Microsoft Excel

Microsoft Word

PowerPoint

Job description

Virtual Staffing Solutions in Tacloban HQ, Leyte, Eastern Visayas, Philippines is seeking an Operations Manager to oversee day-to-day operations, manage Team Leads and agents, ensure compliance with standards, monitor performance, handle escalations, and drive efficiency.

The role requires 0–1 year of experience, a strong foundation in operations, and the ability to optimize multi-bucket workflows. Join a fast-paced team focused on quality and customer satisfaction.