Open Role: Group Senior Operations Manager/Director
Location: McKinley Hill, Taguig City
Work Setup: 100% Onsite
Schedule: Night Shift
Employment Type: Full-Time
We are looking for an experienced and highly driven Group Senior Operations Manager/Director to lead and oversee multiple teams within our BPO operations. The ideal candidate has strong people management skills, excellent client-handling experience, and a proven track record of driving performance, operational excellence, and employee engagement.
This role requires strategic thinking, performance management expertise, and the ability to inspire and coach leaders and front-line staff.
Key Responsibilities
- Oversee overall performance and operations of multiple teams or lines of business.
- Manage, mentor, and develop Team Leaders and frontline staff to meet or exceed KPIs and SLA targets.
- Drive operational strategies that support efficiency, quality, and customer satisfaction.
- Collaborate with support teams (Workforce Management, QA, Training, HR, etc.) to improve business outcomes.
- Conduct performance reviews, coaching sessions, and calibration activities.
- Ensure compliance with company policies, processes, and client requirements.
- Prepare and present operational reports to senior leadership and clients.
- Foster a positive, engaging, and high-performance work environment.
Qualifications
- Minimum 35 years of leadership experience in a BPO setting, with at least 2 years in a Manager or Group Manager role.
- Strong understanding of BPO metrics (AHT, QA, CSAT/NPS, utilization, shrinkage, etc.).
- Excellent communication, stakeholder management, and conflictresolution skills.
- Strong analytical and decisionmaking capabilities.
- Experience managing multiple teams or programs is an advantage.
- Ability to work in a fast-paced and dynamic environment.
