Operations Manager(Pooling)

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

Job summary

Virtual Staffing Solutions is seeking an Operations Manager in Cebu City to oversee daily operations, allocate headcount, and coordinate team leads and agents for efficient service delivery.

The role focuses on meeting SLAs, KPIs, and maintaining quality across voice and non-voice workflows, with emphasis on performance coaching and robust process improvements.

Qualifications

• Bachelor’s degree in Business Administration/Management with 3–5 years of experience in operations management or team leadership, preferably in BPO or shared services environments.
• Strong knowledge of workforce management, task allocation, voice and non-voice operations, and multi-bucket operational models.
• Excellent leadership, coaching, interpersonal, organizational, analytical, and problem-solving skills.
• Proficient in Microsoft Office (Excel, Word, PowerPoint) and task or workflow management systems (e.g., CRM, HRIS, ticketing tools).
• Detail-oriented with experience in compliance, process optimization, reporting, and KPI management.
• Strong communication skills for managing teams, stakeholders, and cross-functional collaboration; experience supporting high-volume or process-driven operations is a plus

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 (productivity, quality, accuracy, customer satisfaction) and provide reports to leadership.
• Handle escalations and implement corrective and preventive actions.
• Maintain accurate documentation of workflows, process updates, and performance metrics

Skills

Leadership

Team leadership

Coaching

Communication

Analytical thinking

Problem solving

Organizational skills

Attention to detail

Time management

Education

Bachelor’s degree in Business Administration/Management

Tools

Microsoft Office

CRM

HRIS

Ticketing tools

Job description

1 - 3 Years

REGULAR

Job Description

Operations Manager

We are looking for an Operations Manager to oversee day-to-day operations, manage team leads and agents, ensure compliance with operational standards, monitor performance, handle escalations, and drive operational efficiency.

Key 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 (productivity, quality, accuracy, customer satisfaction) and provide reports to leadership
  
• Handle escalations and implement corrective and preventive actions
  
• Maintain accurate documentation of workflows, process updates, and performance metrics
  

Skills, Knowledge & Expertise

• Bachelor’s degree in Business Administration, Management, or a related field (preferred) with 3–5 years of experience in operations management or team leadership, preferably in BPO or shared services environments
  
• Strong knowledge of workforce management, task allocation, voice and non-voice operations, and multi-bucket operational models
  
• Excellent leadership, coaching, interpersonal, organizational, analytical, and problem-solving skills
  
• Proficient in Microsoft Office (Excel, Word, PowerPoint) and task or workflow management systems (e.g., CRM, HRIS, ticketing tools)
  
• Detail-oriented with experience in compliance, process optimization, reporting, and KPI management
  
• Strong communication skills for managing teams, stakeholders, and cross-functional collaboration; experience supporting high-volume or process-driven operations is a plus

Job Snapshot

Updated Date

May 22 2026

Department

Operations (Ph)