Operations Manager

5-7 years
9 days ago 1 Applied
Job Description

We're an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

Operations Manager
Reporting to: Operations Director

We're an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. As an Operations Manager, your role is vital in keeping our client's business objective fully satisfied that will eventually contribute to our organization's growth and success.


As an Operations Manager, you'll utilize both your leadership and your business acuity to ensure the profitability of the account/s / program/s by making certain that client KPIs, goals, and targets are met. You are also expected to maintain company-set ratios for staffing for smooth operations of the program, and that the manpower complement sufficiency for the forecasted volume or allocated billable hours. Guarantee that everyone within the program strictly abides the Company and Client policies and procedures, while being consistent in recognizing and rewarding top performers, but strict in carrying out disciplinary action/consequence management for non-performers.

As Operations Manager you are responsible in ensuring that all employment and personal information of employees are kept and handled in accordance with existing company policies on Information Security and Data Privacy.

What you get to do every day as an Operations Manager:

  • Ensure profitability of the program/s by driving the attainment of Client specified KPIs and targets. Monitors the queue to ensure that service metrics are met, as well as monitor sales metrics through proper coaching, consequence management, etc.
  • Upholds company policies as it relates to the program/s and drives for adherence to such policies.
  • Ensures that checks on attendance, schedule adherence, and decorum in the workplace are executed for uninterrupted operations and to uphold the Company's standard in professionalism.
  • Coordinates with Workforce for net staffing requirements and scheduling of agents given leaves, absences, and attrition.
  • Dutifully conducts performance planning/appraisals/feedback meetings and accomplishes the necessary performance appraisal forms to assess high potential team members.
  • Ensures that proper action is taken for non-performing supervisors as well as those with documented infractions against company policies. Provides coaching and mentoring to those who do not meet their metrics.
  • Spearheads the design and implementation of daily/weekly/monthly incentive schemes to drive positive performance.
  • Ensures the objective stack ranking of team members in terms of metrics and /performance to provide solid basis for performance assessment.
  • Provides opportunities for immediate coaching for associates and team leaders for improved performance.
  • Liaisons with Top Management and the Client regarding the program's performance.
  • Analyzes the necessary information (Eg. Top and bottom performing agents) and translates this to tangible and relevant data on program performance.
  • Generate value added actions or initiatives for strengthened partnership between the client.
  • Promote and demonstrate Acquire's values internally and externally.


  • Superb client relational, leadership, and people-management skills.
  • Adaptive to changing work schedules and environment.
  • Operates with very minimal direction and supervision.
  • Proven time management and multi-tasking skills.
  • Detail oriented, analytical, problem-solver, and sound decision maker.
  • Project management and presentation skills.
  • Professional communication skills both verbal and written.
  • Ability to plan, organize, and coordinate initiatives and efforts.


  • Highly productive program measured via consistent meeting of contractual KPI targets and optimum profitability.
  • Excellent client, subordinates, peers, support group and inter-department relationship.


We're proud of our diverse global team, all working in a collaborative environment and happy to share these common values:

  • Collaboration: Brilliant jerks can be brilliant elsewhere.
  • Impact: Do, get it done, create impact.
  • Passion: Be positive, bring passion and energy.
  • Transparency: A transparent team can help each with other.

Join the A-Team and experience the A-Life!

Acquire BPO is an award-winning, global business outsourcer with 10,000 staff and over 16-years' experience in delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail. We're an entrepreneurial business that is highly experienced in working with our partners to solve real-life problems quickly. A genuine partnership approach is at the heart of we do. Our teams are highly proficient in exceeding expectations, especially in situations where in-house teams may be typically challenged with the business processes of "big business." We have Class A offices in 14 locations across Australia, the Dominican Republic, the Philippines and the United States, as well as comprehensive Work-from-Home environments, where client-permitted.We're recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence. As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages. Acquire takes your privacy very seriously. The information collected through this site will only be processed with your prior consent and for the purpose of facilitating your employment opportunities. If you have provided consent and wish to withdraw it, you may click on the account settings and submit a request to delete your information. You may also inform us by writing to the address in the section on "Access Rights to Personal Data" or send us an email to privacy@acquirebpo.com . Please refer to our Privacy Policy at https://acquirebpo.com/au/privacy-policy/