Operations Manager - Onsite, Shift-Ready Leader

Probe CX; Metro Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

Probe CX in Metro Manila seeks an experienced Operations Manager to oversee daily operations, drive KPIs, SLAs, and business objectives across our support teams. You will lead, coach, and develop Team Leaders while monitoring productivity, quality, CSAT, attendance, and service levels to sustain excellent customer experiences.

In this hands-on role, you will analyze performance trends, implement action plans, coordinate staffing and scheduling, and collaborate with internal stakeholders to align

Qualifications

• 1–2 years of experience as an Operations Manager in a BPO environment.
• At least 6 months of experience in messaging or chat support operations.
• Proven experience managing Team Leaders
• Strong understanding of BPO metrics, KPIs, and SLAs.
• Demonstrated ability to drive operational performance and achieve business targets.
• Excellent leadership, communication, analytical, and problem-solving skills.
• Experience in performance management, coaching, and employee development.
• Ability to manage multiple priorities in a fast-paced environment.
• Willingness to work onsite and shifting schedule.

Responsibilities

• Oversee daily operations to ensure KPIs, SLAs, and business objectives are met.
• Lead, coach, and develop Team Leaders to enhance performance and engagement.
• Monitor metrics including productivity, quality, CSAT, attendance, and service levels.
• Analyze performance trends and implement action plans to address gaps.
• Ensure high-quality customer service across messaging channels.
• Collaborate with internal stakeholders to align operations with business needs.
• Conduct regular performance reviews and business updates.
• Manage staffing, scheduling, and resource allocation to support demand.
• Identify opportunities for process improvement and implement efficiency strategies.
• Promote a positive work environment with accountability and continuous improvement.

Skills

Team leadership

Coaching & development

Stakeholder management

Analytical skills

Communication skills

Problem-solving

Performance management

Job description

Probe CX in Metro Manila seeks an experienced Operations Manager to oversee daily operations, drive KPIs, SLAs, and business objectives across our support teams. You will lead, coach, and develop Team Leaders while monitoring productivity, quality, CSAT, attendance, and service levels to sustain excellent customer experiences.

In this hands-on role, you will analyze performance trends, implement action plans, coordinate staffing and scheduling, and collaborate with internal stakeholders to align