Senior Operations Manager

Virtuale Staffing; Cebu City; On-site; PHP 1,800,000 - 3,000,000; Full time

Job summary

Virtuale Staffing in Cebu City is seeking a Senior Operations Manager to oversee end-to-end operations, ensuring efficient service delivery and alignment with client expectations. You will lead a team, shape strategy, and drive performance across KPIs.

The role demands strong leadership, data-driven decision making, and deep knowledge of BPO processes. You will partner with clients and internal teams to optimize resources, mitigate risks, and maintain high quality standards in a fast-paced

Qualifications

• Bachelor's degree in Business Administration, Operations Management, or related field (Master's degree preferred).
• Senior operations management experience in a BPO or similar industry.
• Strong leadership and people management skills with ability to inspire teams.
• Analytical and data-driven decision making.
• Sound knowledge of BPO operations, processes, and best practices.
• Proven ability to develop and implement operational strategies and drive improvements.
• Excellent communication and interpersonal skills for client relationships.
• Proficiency in using technology and software relevant to BPO operations.

Responsibilities

• Provide strong leadership to the operations team, fostering a positive work environment.
• Develop and implement operational strategies aligned with company goals.
• Monitor performance against KPIs, analyze data, and identify areas for improvement.
• Build and maintain strong client relationships, addressing concerns and ensuring satisfaction.
• Manage resource planning and allocation, including staffing and technology needs.
• Identify and mitigate operational risks, ensuring compliance with regulations and company policies.
• Collaborate with cross-functional teams to ensure seamless operations.
• Communicate effectively with senior management, providing regular updates and insights.

Skills

Leadership

People management

Data-driven decision making

BPO operations knowledge

Strategic thinking

Compliance and risk management

Stakeholder management

Communication

Technology proficiency in BPO tools

Education

Bachelor's degree in Business Administration/Operations Management

Master's degree preferred

Job description

The Senior Operations Manager is responsible for overseeing overall operations, ensuring efficient and effective service delivery. This role requires strong leadership, strategic thinking, and operational expertise to meet or exceed performance targets, quality standards, and client expectations.

Responsibilities

• Provide strong leadership and guidance to the operations team, fostering a positive work environment.
• Develop and implement operational strategies aligned with company goals.
• Monitor performance against KPIs, analyze data, and identify areas for improvement.
• Build and maintain strong client relationships, addressing concerns and ensuring satisfaction.
• Manage resource planning and allocation, including staffing and technology needs.
• Identify and mitigate operational risks, ensuring compliance with regulations and company policies.
• Collaborate with cross-functional teams to ensure seamless operations.
• Communicate effectively with senior management, providing regular updates and insights.

Qualifications and Skills

• Bachelor's degree in Business Administration, Operations Management, or a related field (Master's degree preferred).
• Proven experience in a senior operations management role within a BPO or similar industry.
• Strong leadership and people management skills, with the ability to inspire and motivate teams.
• Excellent analytical and problem-solving abilities, with a data-driven approach to decision-making.
• Sound knowledge of BPO operations, processes, and industry best practices.
• Demonstrated ability to develop and implement operational strategies and drive continuous improvement initiatives.
• Exceptional communication and interpersonal skills, with the ability to build strong client relationships.
• Proficiency in using technology and software applications relevant to BPO operations.
• Ability to work in a fast-paced, dynamic environment and adapt to changing priorities.
• Strong organizational skills, with the ability to manage multiple projects and deadlines simultaneously.