Operations Manager

Laguna Site

Key Responsibilities

Operational Efficiency & Account Health
Drive fiscal responsibility across a 160–180 headcount floor by managing productive hours, minimizing unnecessary overtime, and optimizing non-billable support structures.
Maximize seat utilization and control real-time shrinkage (absenteeism, attrition) to ensure lean, efficient, and cost-effective delivery.
Align frontline performance with account health metrics to sustain program success.
Operational Execution & Process Governance
Map workflows, identify bottlenecks, and execute corrective actions to optimize transaction pipelines.
Author, implement, and enforce SOPs for consistent quality and accuracy.
Establish robust reporting frameworks to track KPIs, throughput, and capacity utilization.
Client Communication & Stakeholder Governance
Act as the primary operational point of contact for clients, ensuring clear and professional communication.
Proactively flag risks (roadblocks, downtimes, spikes) with immediate mitigation strategies.
Escalation Mitigation & Quality Assurance
Build a zero-escalation culture through proactive process guardrails.
Lead weekly calibration sessions with QA leads, Team Leaders, and clients to ensure alignment on standards and compliance.
Strategic Leadership & Performance Management
Mentor Team Leaders through structured 1-on-1s, coaching on queue management and accountability.
Guide teams through tool migrations, policy changes, and expansions with minimal disruption.

Qualifications

5–8 years in operations management or supervisory roles in a BPO setting.
3+ years managing direct reports.
Proven track record in workflow optimization and scaling productivity.
Bachelor's degree in Business Administration, Operations Management, or related field.
Strong business acumen in resource tracking, shrinkage impact, cost-efficiency, and budget stewardship.
Exceptional communication skills with experience presenting to global clients.
Proficiency in workforce management metrics, financial/data analytics (Excel/BI tools), and BPO workflow platforms.