Senior Operations Manager - BPO Ops & Client Excellence

Virtual Staffing Solutions; Leyte; On-site; PHP 1,500,000 - 2,300,000; Full time

Job summary

Virtual Staffing Solutions is seeking a Senior Operations Manager in a fast-paced BPO environment. You will oversee overall operations, drive performance against KPIs, and ensure service delivery aligns with client expectations.

Responsibilities include leading the operations team, developing strategies, analyzing data for improvements, and maintaining strong client relationships. This role requires strategic thinking, leadership, and proficiency with relevant software tools.

Qualifications

• Bachelor's degree in Business Administration or related field (Master's degree preferred).
• Proven senior operations management experience in BPO or similar industry.
• Strong leadership and people management skills; able to inspire teams.
• Analytical and data-driven approach to decision-making.
• Solid knowledge of BPO operations, processes, and industry best practices.
• Demonstrated ability to develop and implement operational strategies and drive improvements.
• Excellent communication and interpersonal skills for client relationships.
• Proficiency with technology and software applications relevant to BPO.
• Ability to work in a fast-paced, dynamic environment and adapt to changing priorities.
• Strong organizational skills; manage multiple projects and deadlines.

Responsibilities

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

Skills

Leadership

People management

Data-driven decision making

Analytical skills

BPO operations

Strategic thinking

Communication

Cross-functional collaboration

Multi-project management

Education

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

Master's degree (preferred)

Tools

BPO software tools

Job description

Virtual Staffing Solutions is seeking a Senior Operations Manager in a fast-paced BPO environment. You will oversee overall operations, drive performance against KPIs, and ensure service delivery aligns with client expectations.

Responsibilities include leading the operations team, developing strategies, analyzing data for improvements, and maintaining strong client relationships. This role requires strategic thinking, leadership, and proficiency with relevant software tools.