Operations Manager

Job SummaryWe are seeking an experienced and results-driven Operations Manager to oversee daily operations, ensure excellent service delivery, and drive operational efficiency within our BPO organization. The successful candidate will be responsible for managing operational teams, monitoring performance metrics, developing effective strategies, and ensuring that client expectations and business objectives are consistently met.The ideal candidate possesses strong leadership, analytical, and problem-solving skills, with a proven ability to manage teams, improve processes, and maintain high standards of customer service in a fast-paced environment. Key ResponsibilitiesOversee daily BPO operations to ensure efficiency, productivity, and compliance with company policies and client requirementsManage, coach, and develop Team Leaders, Supervisors, and other operational personnel to achieve performance targetsMonitor key performance indicators (KPIs), including service level, customer satisfaction, productivity, quality, attendance, attrition, and operational costsDevelop and implement strategies to improve team performance, operational processes, and overall service deliveryBuild and maintain strong relationships with clients by addressing operational concerns, providing regular performance updates, and ensuring client satisfactionAnalyze operational reports and performance data to identify trends, resolve recurring issues, and implement corrective actionsCollaborate with Recruitment, Human Resources, Training, Quality Assurance, IT, and other departments to support staffing requirements, employee development, and operational goalsEnsure adequate staffing, workforce utilization, and resource allocation to meet client and business demandsIdentify opportunities for process improvement, cost optimization, and increased operational efficiencyHandle escalations, investigate operational issues, and implement preventive measures to minimize business impactEnsure compliance with company policies, data privacy requirements, information security standards, and applicable labor regulationsPrepare and present operational reports, business reviews, and performance improvement plans to senior managementFoster a positive work environment that promotes accountability, teamwork, employee engagement, and continuous improvement. Key CompetenciesStrategic and operational leadershipPerformance and KPI managementClient relationship managementProblem-solving and critical thinkingPeople development and team engagementData-driven decision-makingProcess improvement and operational excellenceAccountability and results orientationRequirementsQualifications and RequirementsBachelor's degree in Business Administration, Management, Operations Management, or a related fieldAt least 3-5 years of experience in BPO operations, preferably in a leadership or management capacityAt least 2 years of experience managing Team Leaders, Supervisors, or multiple operational teams is preferredProven experience in managing operational performance, meeting service delivery targets, and improving KPIsStrong knowledge of BPO operations, workforce management, quality assurance, client relationship management, and performance reportingExperience handling client escalations, business reviews, and operational improvement initiativesExcellent leadership, communication, interpersonal, analytical, and decision-making skillsProficiency in Microsoft Office applications, particularly Excel, and experience using operational reporting or workforce management toolsAbility to manage multiple priorities, work under pressure, and make sound decisions in a fast-paced environmentWillingness to work onsite in General Santos City and accommodate shifting schedules or business-required hours