Remote Operations Manager — Customer Support Leader

Solugenix; Morong; Hybrid; PHP 900,000 - 1,300,000; Full time

Job summary

Solugenix is seeking an Operations Manager in the Philippines to lead frontline supervisors and remote teams, ensuring service delivery against SLAs, KPIs, and budgets while maintaining high customer satisfaction. You will act as a primary operations leader for assigned programs and collaborate with the Director of Operations on strategic initiatives and client growth.

Responsibilities include overseeing a distributed workforce, developing procedures, forecasting capacity, managing attendance,

Qualifications

• Minimum 4 years in an Operations Manager role within a call center.
• Minimum 7–9 years of experience in a call center or support environment.

Responsibilities

• Oversee a team of remote employees and foster a growth-oriented environment.
• Lead supervisors to meet account targets and customer service goals.
• Develop and implement effective operational procedures.
• Ensure meeting and exceeding service levels and performance metrics.
• Coordinate resource forecasting and capacity planning for new client implementations.
• Produce daily, weekly, and monthly performance statistics for management.

Job description

Solugenix is seeking an Operations Manager in the Philippines to lead frontline supervisors and remote teams, ensuring service delivery against SLAs, KPIs, and budgets while maintaining high customer satisfaction. You will act as a primary operations leader for assigned programs and collaborate with the Director of Operations on strategic initiatives and client growth.

Responsibilities include overseeing a distributed workforce, developing procedures, forecasting capacity, managing attendance,