Operations & Quality Manager + Cebu Onsite + URGENT + HMO + Benefits

Logix BPO Pty; Cebu City; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Logix BPO Pty is seeking an experienced Operations & Quality Manager to support the UK Customer Service team’s day-to-day operations, drive performance, and ensure service quality. The role collaborates with team leaders to implement training, coaching, and continuous improvement initiatives across all processes.

The ideal candidate will have a strong background in customer service operations, team leadership, quality assurance, and performance management, with a track record of identifying

Qualifications

• Proven experience in customer service operations and team leadership.
• Experience managing quality assurance and KPI monitoring.
• Ability to identify operational gaps and implement improvements.
• Strong coaching, feedback and performance review skills.

Responsibilities

• Support operations and team management in daily activities.
• Monitor attendance, punctuality, productivity and performance.
• Review calls/emails to assess service quality.
• Provide coaching and performance reviews.
• Coordinate onboarding and ongoing training.
• Ensure knowledge base use and process compliance.
• Identify workflow gaps and implement improvements.
• Track KPIs and prepare performance reports.
• Lead a structured 90-day improvement plan.

Skills

Customer service operations

Team leadership

Quality assurance

Performance monitoring

Coaching

Training

KPI reporting

Process improvement

Analytical skills

Communication

Job description

Job Summary

We are looking for an experienced and proactive Operations & Quality Manager to support the day-to-day operations and performance of our UK Customer Service team. This role will work closely with the team leadership to ensure operational efficiency, consistent service quality, effective training, and continuous improvement.

The ideal candidate has a strong background in customer service operations, team leadership, quality assurance, and performance management. They should be capable of identifying operational gaps, coaching team members, monitoring performance, and implementing structured improvement plans to achieve team and business objectives.

Key Responsibilities

• Operations & Team Management: Support the team leadership in managing daily operations, following up on operational concerns, and ensuring timely resolution of issues.
• Attendance & Performance Monitoring: Monitor employee attendance, punctuality, productivity, and individual performance to ensure accountability and adherence to operational standards.
• Quality Assurance: Review calls, emails, and other customer interactions to assess service quality, identify improvement areas, and ensure compliance with established procedures.
• Coaching & Performance Management: Provide regular coaching, constructive feedback, and performance reviews to help team members improve their skills and meet performance expectations.
• Training & Development: Coordinate onboarding, refresher training, and ongoing development initiatives to ensure team members are equipped with the knowledge and skills required for their roles.
• Knowledge Base & Process Compliance: Ensure agents effectively use available knowledge resources and can independently resolve routine customer inquiries in accordance with established guidelines.
• Process Improvement: Identify gaps in existing procedures, workflows, and training materials, and implement practical solutions to improve efficiency and service delivery.
• KPI Monitoring & Reporting: Track key performance indicators (KPIs), prepare regular performance reports, and provide actionable recommendations to improve team results.
• Continuous Improvement: Lead and monitor a structured 90-day improvement plan with clear objectives, measurable targets, timelines, and accountability measures.

Qualifications and Requirements

• Proven experience in customer service operations, team leadership, quality assurance, or a similar managerial role.
• Previous experience managing, supervising, or coaching customer service representatives or support teams.
• Strong understanding of quality assurance processes, performance monitoring, and KPI management.
• Experience conducting call, email, or customer interaction audits and providing actionable feedback.
• Demonstrated ability to identify operational challenges and implement effective process improvements.
• Excellent leadership, communication, coaching, and problem-solving skills.
• Strong organizational skills, attention to detail, and the ability to manage multiple priorities.
• Proficiency in preparing performance reports and analyzing operational data.
• Ability to work independently while collaborating effectively with team leaders and management.
• Experience in the BPO, customer support, travel, hospitality, or service-oriented industries is an advantage.

What We’re Looking For

We are seeking a hands‑on leader who can balance operational oversight with employee development and service quality. The successful candidate will take ownership of performance monitoring, support team leaders, promote accountability, and drive measurable improvements across the UK Customer Service team.