Virtual Operations Leader: BPO Performance & Growth

Outsourcey; Philippines; On-site; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

Competitive salary

Career growth opportunities

Job summary

Outsourcey is seeking an experienced Operations Manager to lead a mid-sized team across multiple LOBs in the Philippines. You will ensure operational consistency, monitor SLAs and KPIs, and drive performance through structured rhythms and coaching.

You will collaborate with HR, Recruitment, and Finance to resolve issues, plan capacity, and deliver management reports that highlight trends and opportunities for improvement.

Qualifications

• 3+ years in an Operations Manager/Service Delivery Manager or similar leadership role.
• Experience managing mid-sized teams across functions or Lines of Business.
• Strong understanding of SLAs, KPIs, performance management and reporting.
• Proven ability to establish structured operating rhythms and accountability.

Responsibilities

• Oversee day-to-day performance of a mid-sized team across multiple LOBs, ensuring consistency and accountability.
• Monitor performance against SLAs, KPIs, productivity, quality and attendance targets.
• Establish and maintain operating rhythms: daily huddles, weekly reviews, coaching, and reporting.
• Identify gaps and implement coaching and corrective actions to improve performance.
• Support workforce planning, scheduling, capacity management and resource allocation across functions.
• Provide leadership and engage team leaders and staff with clear expectations.
• Prepare operational reports and share insights on trends, risks and opportunities.
• Collaborate with HR, Recruitment, Finance and other support functions to resolve issues.
• Drive continuous improvement to productivity, service quality, and efficiency.
• Maintain strong stakeholder communication and escalate issues appropriately.

Skills

Operations leadership

People management

Stakeholder management

Data-driven

SLA/KPI tracking

Job description

Outsourcey is seeking an experienced Operations Manager to lead a mid-sized team across multiple LOBs in the Philippines. You will ensure operational consistency, monitor SLAs and KPIs, and drive performance through structured rhythms and coaching.

You will collaborate with HR, Recruitment, and Finance to resolve issues, plan capacity, and deliver management reports that highlight trends and opportunities for improvement.