Work Services Manager (Software Implementation)

MRI India; Manila; On-site; PHP 90,000 - 130,000; Full time

Benefits offered by this job

HMO coverage

Paid time off

Hybrid working arrangement

Gym access (office gyms)

Annual leaves and flex time

Tuition reimbursement

Volunteer time and referral incentives

Job summary

MRI India in the Philippines is seeking a Services Manager to oversee day-to-day BPO operations, drive service delivery excellence, and manage multiple teams. You will ensure KPIs, SLAs, and quality standards are met while leading performance reviews and talent development.

The role requires 5–7 years BPO experience with leadership exposure, and a strong ability to coordinate with Quality, Training, WFM, and HR. Hybrid work arrangements are offered across Ortigas.

Qualifications

• Bachelor’s degree in Business Administration, Management, or related field.
• 5–7 years BPO experience with 2–3 years in an Operations leadership role.
• Proven experience managing large teams (10+ FTEs) across voice, non-voice, or blended accounts.
• Strong understanding of BPO metrics, workforce management, and performance analytics.
• Experience working with international clients (US, AU, UK, or similar markets).
• Excellent leadership, communication, and stakeholder management skills.

Responsibilities

• Manage and lead a team of Team Leaders and frontline agents across assigned accounts or programs.
• Ensure achievement of operational KPIs including productivity, quality, attendance, AHT, CSAT, and SLA compliance.
• Develop, implement, and optimize operational processes to improve efficiency and performance.
• Partner with Quality, Training, Workforce Management, and HR to address performance gaps.
• Conduct regular performance reviews, coaching sessions, and talent development plans for direct reports.
• Handle client communications, operational reviews, and performance reporting as required.
• Monitor real-time operations and take corrective actions to address service level risks.
• Drive employee engagement, retention, and a positive team culture.
• Ensure compliance with company policies, data privacy, and security standards.
• Support business continuity planning and manage escalations effectively.

Skills

People management

Data-driven decisions

Client relationship mgmt

Process improvement

English communication

MS Office

Google Workspace

BPO reporting tools

Education

Bachelor’s degree in Business/Management

Tools

MS Office

Google Workspace

BPO reporting tools

Job description

Services Manager

The Services Manager is responsible for overseeing day-to-day BPO operations, ensuring service delivery excellence, team performance, and client satisfaction. This role leads multiple teams and supervisors, drives operational efficiency, and ensures KPIs, SLAs, and quality standards are consistently met.

Key Responsibilities

• Manage and lead a team of Team Leaders and frontline agents across assigned accounts or programs


• Ensure achievement of operational KPIs including productivity, quality, attendance, AHT, CSAT, and SLA compliance


• Develop, implement, and optimize operational processes to improve efficiency and performance


• Partner with Quality, Training, Workforce Management, and HR to address performance gaps


• Conduct regular performance reviews, coaching sessions, and talent development plans for direct reports


• Handle client communications, operational reviews, and performance reporting as required


• Monitor real-time operations and take corrective actions to address service level risks


• Drive employee engagement, retention, and a positive team culture


• Ensure compliance with company policies, data privacy, and security standards


• Support business continuity planning and manage escalations effectively

Qualifications & Experience

• Bachelor’s degree in Business Administration, Management, or a related field (preferred)


• Minimum of 5–7 years BPO experience, with at least 2–3 years in an Operations Manager or similar leadership role


• Proven experience managing large teams (10+ FTEs) across voice, non‑voice, or blended accounts


• Strong understanding of BPO metrics, workforce management, and performance analytics


• Experience working with international clients (US, AU, UK, or similar markets)


• Excellent leadership, communication, and stakeholder management skills

Skills & Competencies

• People management and coaching


• Data‑driven decision making


• Client relationship management


• Process improvement and problem solving


• Strong written and verbal English communication


• Proficiency in MS Office, Google Workspace, and BPO reporting tools

Work Schedule

• Willing to work shifting schedules, night shifts, weekends, and holidays as required by the account

What We Offer

• Competitive salary and performance‑based incentives


• HMO coverage (including dependents, if applicable)


• Paid time off and Philippine government‑mandated benefits


• Career growth opportunities within a growing BPO organization


• Prime office location in Ortigas (easy access to MRT stations, restaurants, and banks)


• Hybrid working arrangement (2 days WFH)


• Free 24/7 access to our office gyms (Ortigas and Makati)


• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)


• Additional benefits: 16 extra hours to your time off as part of our Flex at MRI program; 16 hours of paid time to volunteer; generous employee referral scheme; regional‑specific healthcare benefits; parental leave and parental support perks; tuition reimbursement; flexibility to work from anywhere for two weeks a year

We welcome and celebrate diversity across all backgrounds, including ethnicity, religion, sexual orientation, gender identity, disability, age, military, veteran status and more. We believe that belonging is a direct result of diversity, equity, and inclusion. Those values are woven into the fabric of who we are and are foundational to our continued success.