Operations Manager/Supervisor

Dynamic Talent Solutions; Taguig; Presencial; PHP 1.000.000 - 1.800.000; Jornada completa

Descripción de la vacante

Dynamic Talent Solutions is seeking an experienced Operations Manager to oversee daily operations, drive service delivery, and lead multiple teams in a high-volume BPO environment based in Taguig (onsite). The role focuses on achieving SLAs and KPIs, coaching Team Leaders and staff, analyzing performance data, and driving continuous improvement to optimize costs and client satisfaction.

Night shift, contract engagement, and strong collaboration with HR, Training, Quality, and Workforce

Formación

• Bachelor's Degree in Business Administration, Management, or a related field.
• Minimum of 5 years of Operations Management experience, preferably within BPO, Shared Services, Customer Service, or Contact Center environments.
• Proven experience managing large teams and multiple team leaders.
• Strong understanding of KPIs, SLAs, workforce management, and operational reporting.
• Excellent leadership, stakeholder management, and decision-making skills.
• Strong analytical and problem-solving abilities.
• Advanced proficiency in Microsoft Excel, PowerPoint, and reporting tools.
• Willing to work onsite in BGC, Taguig and on a night shift schedule.

Responsabilidades

• Manage end-to-end operational performance, ensuring service level agreements (SLAs) and key performance indicators (KPIs) are achieved.
• Lead, coach, and develop Team Leaders, Supervisors, and support staff.
• Monitor productivity, quality, customer satisfaction, and operational efficiency metrics.
• Analyze operational data and generate reports to identify trends and improvement opportunities.
• Drive continuous improvement initiatives to enhance performance, reduce costs, and optimize processes.
• Collaborate with cross-functional teams including HR, Training, Quality, Workforce Management, and Client Services.
• Ensure compliance with company policies, client requirements, and regulatory standards.
• Handle escalations and implement action plans to resolve operational challenges.
• Conduct business reviews and present performance updates to stakeholders and leadership teams.
• Support workforce planning, resource allocation, and capacity management.

Conocimientos

Leadership

Stakeholder management

Analytical thinking

Problem solving

KPI management

Workforce management

Operational reporting

Educación

Bachelor's Degree in Business Administration, Management, or related field

Herramientas

Excel

PowerPoint

Descripción del empleo

Operations Manager

Location: BGC, Taguig City (Onsite)

Schedule: Night Shift

Employment Type: Contract

Job Summary

We are seeking an experienced Operations Manager to oversee daily business operations, lead high-performing teams, and drive operational excellence. The ideal candidate will be responsible for managing service delivery, workforce performance, process improvement initiatives, and ensuring that business objectives and client expectations are consistently met.

Key Responsibilities

• Manage end-to-end operational performance, ensuring service level agreements (SLAs) and key performance indicators (KPIs) are achieved.
• Lead, coach, and develop Team Leaders, Supervisors, and support staff.
• Monitor productivity, quality, customer satisfaction, and operational efficiency metrics.
• Analyze operational data and generate reports to identify trends and improvement opportunities.
• Drive continuous improvement initiatives to enhance performance, reduce costs, and optimize processes.
• Collaborate with cross-functional teams including HR, Training, Quality, Workforce Management, and Client Services.
• Ensure compliance with company policies, client requirements, and regulatory standards.
• Handle escalations and implement action plans to resolve operational challenges.
• Conduct business reviews and present performance updates to stakeholders and leadership teams.
• Support workforce planning, resource allocation, and capacity management.

Qualifications

• Bachelor's Degree in Business Administration, Management, or a related field.
• Minimum of 5 years of Operations Management experience, preferably within BPO, Shared Services, Customer Service, or Contact Center environments.
• Proven experience managing large teams and multiple team leaders.
• Strong understanding of KPIs, SLAs, workforce management, and operational reporting.
• Excellent leadership, stakeholder management, and decision-making skills.
• Strong analytical and problem-solving abilities.
• Advanced proficiency in Microsoft Excel, PowerPoint, and reporting tools.
• Experience in process improvement methodologies such as Lean, Six Sigma, or Continuous Improvement is an advantage.
• Willing to work onsite in BGC, Taguig and on a night shift schedule.