Work Services Manager

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

Benefits offered by this job

HMO coverage

2 days WFH

Hybrid work arrangement

Paid time off

Gym access

Job summary

MRI Software is seeking a Services Manager to oversee day-to-day BPO operations across multiple accounts in a hybrid setup in the Philippines. You will lead Team Leaders and frontline staff, ensuring service delivery excellence, KPI achievement, and high client satisfaction.

Qualifications include 5–7 years in BPO with 2–3 years in an Operations Manager role, and strong leadership, English communication, and data-driven decision making.

Qualifications

• 5–7 years in BPO with 2–3 years in operations leadership
• Experience managing large teams (10+ FTEs) across voice/non-voice or blended accounts
• Experience with international clients (US, AU, UK)
• Strong leadership and stakeholder management skills
• Excellent written and verbal English communication

Responsibilities

• Oversee day-to-day BPO operations across assigned accounts
• Ensure achievement of operational KPIs including productivity, quality, attendance, AHT, CSAT, and SLA
• Develop, implement and optimize operational processes to improve efficiency
• Collaborate with Quality, Training, WFM and HR to address performance gaps
• Conduct regular performance reviews and coaching for direct reports
• Manage client communications, operational reviews and performance reporting
• Monitor real-time operations and address service level risks
• Drive employee engagement and a positive team culture
• Ensure data privacy and security compliance
• Support business continuity planning and manage escalations

Skills

People management

Data-driven decision making

Client relationship management

Process improvement

English communication

MS Office

Google Workspace

BPO reporting tools

Education

Bachelor's degree in Business Administration or related field

Job description

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

Benefits

• Career growth opportunities in a diverse and supportive work environment.
• Competitive Salary Package
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
• Hybrid Working Arrangement (2 days WFH)
• HMO coverage with free dependent upon hire
• 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)
• Plus additional benefits

MRI is proud to be an inclusive employer. 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. Come and see for yourself!