Onsite BGC, Taguig | Monday to Friday, 9:00 AM 6:00 PM
BPO Operations & Business Specialist (Customer Service & Outsourcing)
We are looking for a hands-on BPO Operations & Business Specialist who can manage execution end-to-end; from supporting client acquisition to operational delivery.
This role is ideal for someone who can set up operations, coordinate delivery, and contribute to bringing in BPO opportunities, preferably with existing client connections or network.
Key Responsibilities
- End-to-End Operations Execution
- Support the setup of BPO operations (Customer Service, Back-office, Telesales, Helpdesk)
- Translate client requirements into workflows, SOPs, and staffing plans
- Define and monitor key metrics (AHT, CSAT, SLA, productivity)
- Ensure smooth project onboarding, ramp-up, and day-to-day execution
- Client & Business Support
- Assist in identifying and engaging potential BPO clients (local or offshore)
- Leverage existing client network or referrals to support business growth
- Participate in client discussions to understand scope, timelines, and expectations
- Support creation of proposals and operational solutions
- Help ensure smooth handover from sales to operations
- Performance Management & Continuous Improvement
- Track and report operational performance and KPIs
- Identify gaps and implement process improvements
- Support delivery of consistent service quality and client satisfaction
Job Requirements
- 35 years of experience in BPO operations, project execution, or similar roles
- Strong background in Customer Service / Back-office operations
- Solid understanding of BPO metrics and operational workflows
- Experience in end-to-end execution (setup to delivery)
- Exposure to client-facing work or business development is an advantage
- Existing client network or leads in outsourcing/BPO is a strong plus
- Highly proactive, resourceful, and execution-driven
