Remote Operations Leader: Scale & Optimize Call Center Ops

SMDigital; Cebu City; On-site; PHP 900,000 - 1,200,000; Full time

Benefits offered by this job

Remote work

HMO

PTO

Birthday leave

Paid vacation

Employee loan program

Performance bonuses

Team engagement events

Leadership development academy

Job summary

SMDigital is seeking an Operations Manager to lead and align all operational functions across teams in a fully remote setup. You will drive strategy execution that supports our mission, vision, and growth goals while overseeing supervisors and ensuring high-quality performance.

You will identify gaps, implement scalable improvements, and analyze performance data to guide decisions. Collaborate with HR, QA, Finance, and leadership to foster accountability and continuous improvement.

Qualifications

• 3+ years as an Operations Manager in a BPO/call center environment.
• Proven talent development and team-building ability.
• Data-driven with metrics-guided strategy.
• Excellent cross-functional communication.
• Strong multi-project management skills.
• Thrives in a fast-paced remote setting.

Responsibilities

• Lead and align operational functions across teams for efficiency and effectiveness.
• Drive execution of strategies supporting the company's mission and growth.
• Oversee supervisors and ensure high-quality performance across the floor.
• Identify gaps and implement scalable, people-centered process improvements.
• Analyze performance data and metrics to inform decisions.
• Build strong cross-functional relationships with HR, QA, Finance, and leadership.
• Lead regular operational reviews, reporting cadences, and team communications.
• Foster accountability, ownership, and continuous improvement at every level.

Skills

Strategic thinker

People leadership

Data-driven

Communication

Project management

Workforce management tools

Remote work agility

Tools

CRMs

Reporting systems

WFM tools

Job description

SMDigital is seeking an Operations Manager to lead and align all operational functions across teams in a fully remote setup. You will drive strategy execution that supports our mission, vision, and growth goals while overseeing supervisors and ensuring high-quality performance.

You will identify gaps, implement scalable improvements, and analyze performance data to guide decisions. Collaborate with HR, QA, Finance, and leadership to foster accountability and continuous improvement.