Senior BPO Operations Manager - Team and KPI Leader

mrisoftware; Manila; On-site; PHP 1,339,000 - 2,232,000; Full time

Benefits offered by this job

Competitive salary

HMO coverage

Paid time off

Career growth opportunities

Job summary

MRI Software in Manila is seeking an experienced Operations Manager to lead a team of team leaders and frontline agents across assigned accounts. You will drive KPIs, optimize processes, and ensure compliance with data privacy and security standards.

You will partner with Quality, Training, Workforce Management and HR to address performance gaps, conduct regular coaching, and report on performance to clients and internal stakeholders.

Qualifications

• Bachelor's degree preferred.
• 5-7 years BPO experience, with 2-3 years in an Operations Manager or leadership role.
• Proven experience managing large teams (10+ FTEs) across voice, non-voice, or blended accounts.
• Strong understanding of BPO metrics, workforce management, and performance analytics.
• Experience working with international clients (US, AU, UK, or similar markets).
• Excellent leadership, communication, and stakeholder management skills.

Responsibilities

• Manage and lead a team of Team Leaders and frontline agents across assigned accounts or programs
• Ensure achievement of operational KPIs including productivity, quality, attendance, AHT, CSAT, and SLA compliance
• Develop, implement, and optimize operational processes to improve efficiency and performance
• Partner with Quality, Training, Workforce Management, and HR to address performance gaps
• Conduct regular performance reviews, coaching sessions, and talent development plans for direct reports
• Handle client communications, operational reviews, and performance reporting as required
• Monitor real-time operations and take corrective actions to address service level risks
• Drive employee engagement, retention, and a positive team culture
• Ensure compliance with company policies, data privacy, and security standards
• Support business continuity planning and manage escalations effectively

Skills

People management

Coaching

Data-driven decisions

Client relationship mgmt

Process improvement

English communication

MS Office

Google Workspace

Performance analytics

Stakeholder management

Education

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

Tools

MS Office

Google Workspace

Job description

MRI Software in Manila is seeking an experienced Operations Manager to lead a team of team leaders and frontline agents across assigned accounts. You will drive KPIs, optimize processes, and ensure compliance with data privacy and security standards.

You will partner with Quality, Training, Workforce Management and HR to address performance gaps, conduct regular coaching, and report on performance to clients and internal stakeholders.