Operations Manager (Solar/Energy Campaign)

ClearSourceBPO; Metro Manila; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

ClearSourceBPO is seeking an Operations Manager to oversee multiple lines of business, drive client satisfaction, and align operations with financial goals. You will lead leaders, manage KPI dashboards, and ensure ongoing staff development.

Reporting to the Director of Operations, this role emphasizes leadership, performance management, and proactive client communication to meet program targets and elevate engagement.

Qualifications

• Experience leading cross-functional teams.
• Strong KPI analytics and reporting skills.
• Ability to manage client expectations and escalations.

Responsibilities

• Draft and review role definitions to set expectations.
• Conduct leadership training for new leaders and reinforce principles.
• Design KPI reports to monitor program progress.
• Update performance tracking tools weekly for direct reports.
• Lead weekly team meetings to review results and recognize performance.
• Hold weekly one-on-one meetings to align progress and job satisfaction.
• Provide weekly coaching to leaders to enhance capabilities.
• Oversee hiring and promotions through interviews.
• Conduct weekly quality calibration meetings with clients.
• Handle client requests and escalations promptly.

Skills

Leadership

KPI reporting

Performance management

Coaching

Interviewing

Client management

Job description

About the role

The Operations Manager ensures client satisfaction by overseeing the operations of assigned lines of business in a way that drives employee engagement while achieving program-wide financial goals. This role operates in alignment with the organization's mission, vision, and core values. The Operations Manager reports to the Director of Operations.

Key responsibilities

• Draft and/or review role definitions for all positions under management on a quarterly basis to set and communicate expectations
• Conduct leadership training for new leaders and regularly reinforce leadership principles with all leaders under management
• Design and promote high-visibility key performance indicator (KPI) reports to monitor progress toward program goals for both production and supervisory staff
• Update the People Analyzer (or equivalent performance tracking tool) for direct reports on a weekly basis
• Conduct a weekly team meeting with direct report leaders to review production results, perform root cause analysis and resolve issues, and identify opportunities to recognize strong performance
• Conduct a weekly one-on-one meeting with each direct report to review team progress, ensure alignment of expectations, and assess and improve job satisfaction
• Conduct a weekly coaching session with each direct report leader to enhance leadership capabilities and ensure adherence to standard coaching practices
• Oversee the selection of new hires and internal promotions through interviews and/or review of recorded interviews
• Conduct weekly quality calibration meetings with clients for programs under management and take ownership of resolving identified findings
• Handle client requests and escalations in a timely and professional manner

About you

• Promote and embody core values such as customer focus, accountability, integrity, continuous improvement, and well-being