Senior Operations Manager

Everise; Philippines; On-site; PHP 1,800,000 - 2,800,000; Full time

Job summary

Everise seeks an experienced Senior Manager - Operations to lead a portfolio of healthcare client operations, coaching Operations Managers, and ensuring delivery of KPIs and SLAs.

You will partner with workforce planning, quality, and client teams to optimize performance, manage budgets, and drive continuous improvement across multiple shifts, ensuring a high-quality customer experience.

Qualifications

• Bachelor's degree in Business, Management, Communications, or a related field.
• 8-12 years of BPO experience, including 3-5 years in a senior leadership capacity managing Operations Managers within a healthcare account or healthcare operations environment.
• Proven experience handling large-scale contact center operations.

Responsibilities

• Own end-to-end delivery of business KPIs and client SLAs.
• Lead performance reviews and action planning across multiple operations teams.
• Directly manage Operations Managers and indirectly lead Team Leaders and frontline associates.
• Drive improvements in productivity, service levels, quality, conversion, and customer experience.

Skills

Leadership

Operations Management

Data Analysis

Strategic Planning

Client Management

Cost Management

Coaching & Mentoring

Education

Bachelor's degree in Business/Management/Communications

Tools

Excel

Reporting Dashboards

Job description

Company Overview

Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!

Position Purpose

The Senior Manager - Operations is responsible for the daily oversight and management of a team of supervisors charged with achieving client deliverables through high-performance teams of customer care representatives. The Manager’s role is that of a coach while holding his or her team accountable to ensure that agents meet or exceed the standards set forth by Everise and the client.

Job Description

Operational Performance Management

• Own end-to-end delivery of business KPIs and client SLAs.
• Drive improvements in productivity, service levels, quality, conversion, customer experience, and efficiency.
• Lead performance reviews and action planning across multiple operations teams.

Leadership of Operations Managers

• Directly manage Operations Managers and indirectly lead Team Leaders and frontline associates.
• Provide coaching, performance management, and leadership development.
• Build a strong succession pipeline for future leadership roles.

Workforce & Capacity Management

• Partner closely with WFM, RTA, and Scheduling teams.
• Ensure staffing levels align with forecasted demand and client commitments.
• Monitor capacity utilization, shrinkage, overtime, and productivity.

Client Partnership & Escalation Management

• Act as a key operational contact for client stakeholders.
• Lead business reviews, operational updates, and escalation resolution.
• Ensure client expectations are met or exceeded consistently.

Financial Stewardship

• Manage labor budgets and operational costs.
• Drive productivity and efficiency initiatives while maintaining quality.
• Support profitability targets through effective resource management.

Employee Engagement & Retention

• Drive engagement, retention, and culture initiatives.
• Ensure a positive employee experience and high leadership visibility.
• Address attrition, attendance, and performance risks proactively.

Quality, Compliance & Risk Management

• Ensure adherence to client, regulatory, and company requirements.
• Oversee quality programs, audit preparedness, data privacy, and information security compliance.
• Mitigate operational risks and implement corrective actions.

Continuous Improvement

• Lead process improvement initiatives.
• Utilize operational data and analytics to identify performance opportunities.
• Drive efficiency, automation, and best-practice adoption across teams.

Qualifications

BPO Leadership Experience

• Bachelor's degree in Business, Management, Communications, or a related field.
• 8-12 years of BPO experience, including 3-5 years in a senior leadership capacity managing Operations Managers within a healthcare account or healthcare operations environment.
• Proven experience handling large-scale contact center operations.

Strong Operations Management Expertise Demonstrated Success In Managing

• Service Level (SL)
• Productivity and Utilization
• Quality Assurance
• Customer Experience (CSAT/NPS)
• Workforce Management
• Attrition and Absenteeism
• Operational Risk Management

Leadership and People Development

• Proven ability to lead multiple teams through Operations Managers.
• Experience building leadership pipelines and succession plans.
• Strong coaching, mentoring, and performance management capabilities.

Client Management Skills

• Experience engaging with client stakeholders.
• Ability to lead operational reviews and business discussions.
• Strong escalation management and problem-solving skills.
• Track record of maintaining high client satisfaction.

Business and Financial Acumen

• Understanding of staffing economics and workforce planning.
• Experience managing labor costs and productivity targets.
• Ability to interpret operational and financial reports.
• Strong decision-making based on business metrics and trends.

Data-Driven & Analytical Mindset

• Advanced Excel and reporting skills.
• Ability to analyze dashboards, trends, and operational performance data.
• Comfortable translating data into action plans that improve business outcomes.

Continuous Improvement Capability

• Experience driving process improvement initiatives.Knowledge of Lean, Six Sigma, Root Cause Analysis, or operational excellence frameworks is highly preferred.
• Proven ability to improve efficiency and performance sustainably.

Compliance & Governance Knowledge

• Strong understanding of client requirements, audit readiness, and operational controls.
• Experience managing compliance, information security, and quality standards.
• Particularly important for healthcare, financial services, and regulated industries

If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.