Outsourcing Ops Leader | Builder & Turnaround (Hybrid)

Outsourced Quality Assured Services Pty; Makati; Hybrid; PHP 1,620,000 - 1,980,000; Full time

Job summary

Outsourced Quality Assured Services Pty in Makati is seeking an experienced Operations Manager to lead day-to-day delivery of a fast-moving outsourced operation for a global client. This senior, hands-on role combines strategic thinking with tactical execution, owning performance, people, processes, and continuous improvement.

You will partner with senior leadership on client relationships, commercial outcomes and governance, while shaping scalable operating models and workforce management

Qualifications

• 10+ years of experience in outsourced BPO/contact centre environments with progressive operational leadership.
• At least 3 years in Operations Manager or equivalent roles.
• Experience managing 24/7 operations across countries/time zones and strong commercial acumen.
• Proven ability launching, ramping, scaling, stabilising or turning around BPO accounts or programs.
• Strong analytical and problem-solving skills with data-driven decision making.

Responsibilities

• Own day-to-day performance and delivery of the operation, ensuring service levels and client expectations are met.
• Lead governance, planning and continuous improvement across the account.
• Translate strategic objectives into operational plans, prioritise and measure outcomes.
• Manage workforce planning, scheduling, real-time delivery and adherence.
• Build strong relationships with senior enterprise client stakeholders and deliver trust.

Skills

BPO leadership

Global ops

WFM knowledge

KPI management

Data-driven

Job description

Outsourced Quality Assured Services Pty in Makati is seeking an experienced Operations Manager to lead day-to-day delivery of a fast-moving outsourced operation for a global client. This senior, hands-on role combines strategic thinking with tactical execution, owning performance, people, processes, and continuous improvement.

You will partner with senior leadership on client relationships, commercial outcomes and governance, while shaping scalable operating models and workforce management