Senior Operations Leader - BPO Performance & Client Success

Private Advertiser; Muntinlupa; On-site; PHP 1,500,000 - 1,900,000; Full time

Job summary

Private Advertiser, based in the Philippines, is seeking a Sr. Operations Manager to lead the Operations Managers and their teams, ensuring service levels meet client expectations while aligning with corporate policies.

The role focuses on optimizing productivity, fostering client relationships, and driving continuous service improvements. The position requires strong leadership, exceptional communication, and extensive experience in a BPO environment.

Qualifications

• Up-to-date management skills and ability to motivate staff.
• Understanding of KPIs and driving performance.

Responsibilities

• Lead and inspire the team to regularly meet or exceed targets.
• Develop Operations Managers for top performance.
• Monitor staff to assess developmental needs to improve performance.
• Oversee day-to-day account management and issues.
• Analyze data to improve program performance.
• Address performance, behavior and attendance issues.
• Staffing and hiring responsibilities.
• Provide subject matter expertise.
• Ensure training needs of subordinates are met.
• Complete client-related trainings.
• Hold regular team meetings with direct reports.
• Communicate process and client changes promptly.
• Promote use of center communication tools.

Skills

Excellent communication

Leadership

Analytical skills

Organizational skills

Education

Bachelor's Degree or equivalent

4+ years management in BPO

2+ years as SOM/Program Leader

Job description

Private Advertiser, based in the Philippines, is seeking a Sr. Operations Manager to lead the Operations Managers and their teams, ensuring service levels meet client expectations while aligning with corporate policies.

The role focuses on optimizing productivity, fostering client relationships, and driving continuous service improvements. The position requires strong leadership, exceptional communication, and extensive experience in a BPO environment.