Operations Manager: KPI-Driven Leadership & Coaching

Confidential; Quezon City; On-site; PHP 600,000 - 900,000; Full time

Job summary

Confidential in Metro Manila is seeking an Operations Manager to ensure profitability and target attainment across assigned programs. You will manage staffing norms, monitor call volumes, coach teams, and enforce client and company policies to sustain high performance.

The role requires oversight of performance appraisals, disciplinary actions, and the design of incentive schemes to drive results and succession planning.

Qualifications

• Bachelor’s degree in any course.
• 2–3 years in Call Center Operations, Customer Service, BPO, or Telecommunications at Asst. Managerial or Managerial level.
• Proficient in call center operations and MS Office; familiarity with CMS/IEX, Baleen, Blue Pumpkin is preferred.

Responsibilities

• Drive profitability by meeting client KPIs and targets.
• Monitor queues and service metrics; coach on performance and address under-performers.
• Enforce policies, attendance, scheduling, and professionalism standards.

Skills

People management

Leadership

Client relations

English communication

Time management

Multitasking

Detail-oriented

Analytical thinking

Decision making

Education

Bachelor’s Degree in any course

Tools

MS Office

CMS/IEX

Baleen

Blue Pumpkin

Job description

Confidential in Metro Manila is seeking an Operations Manager to ensure profitability and target attainment across assigned programs. You will manage staffing norms, monitor call volumes, coach teams, and enforce client and company policies to sustain high performance.

The role requires oversight of performance appraisals, disciplinary actions, and the design of incentive schemes to drive results and succession planning.