Onsite BGC, Taguig | Monday to Friday, 9:00 AM 6:00 PM
We are looking for a strategic
Operations Manager (BPO / Recruitment) to lead our traditional BPO service line (Customer Service, Back-office, etc.). You will be responsible for defining the operational framework, setting up delivery standards, and bringing in new BPO projects.
Key Responsibilities
- Operational Setup: Build the BPO operational model from scratch, including KPI setting (AHT, CSAT), workflow design, and staffing plans.
- Project Acquisition: Identify and secure BPO contracts (Customer Support, Telesales, or Technical Helpdesk) from local or international markets.
- Resource Optimization: Utilize Bossjobs talent pool to rapidly scale project teams, ensuring cost-effective and high-quality delivery.
- P&L Management: Manage the business lines budget, ensuring operational efficiency and profitability.
Requirements
- 3-5 years of experience in BPO Operation Management, Project Management, or Solutions Architecture within a reputable BPO company.
- Strong connections with potential clients (domestic or offshore) who require outsourcing services.
- Deep understanding of BPO metrics, workforce management (WFM), and call center technology/software.
- Comfortable with both hunting for new business and managing the day-to-day operations.
