Senior Remote Operations Leader – Global BPO

Outsourced Quality Assured Services Inc. (ISO Certified); Philippines; On-site; PHP 1,800,000 - 2,400,000; Full time

Job summary

Outsourced Quality Assured Services, Inc. is seeking an experienced Operations Manager to lead the day-to-day delivery of a complex outsourced operation supporting a global enterprise client.

This senior, hands-on role combines strategic thinking with practical execution, owning performance, people, processes, and workforce planning while partnering with senior leadership on client relationships and service outcomes.

Qualifications

• 10+ years in outsourced BPO/contact centre environments with progressive operational leadership.
• At least 3 years as an Operations Manager or equivalent.
• Proven experience managing 24/7 operations, ideally across countries/time zones.
• Strong commercial experience including cost management and margin ownership.
• Experience launching, ramping, scaling, stabilising or turning around BPO accounts.
• Strong WFM knowledge including forecasting, scheduling, real-time management.
• Understanding core contact centre KPIs (Service Level, CSAT, Quality, Productivity, AHT, FCR).
• Experience leading Operations, Recruitment, WFM, QA and L&D.

Responsibilities

• Own day-to-day performance and delivery of the operation, ensuring service levels and KPIs are met.
• Lead planning, execution, governance and continual improvement across the account.
• Translate strategic objectives into clear operational plans and measurable outcomes.
• Identify risks and performance gaps; drive timely corrective actions.
• Develop scalable operating models, processes and management structures.
• Ensure the operation is resourced to respond to changing requirements.

Skills

BPO leadership

Operations management

Client relations

Data-driven

WFM knowledge

Job description

Outsourced Quality Assured Services, Inc. is seeking an experienced Operations Manager to lead the day-to-day delivery of a complex outsourced operation supporting a global enterprise client.

This senior, hands-on role combines strategic thinking with practical execution, owning performance, people, processes, and workforce planning while partnering with senior leadership on client relationships and service outcomes.