Onsite BGC, Taguig | Monday to Friday, 9:00 AM 6:00 PM
We are looking for a strategic
Operations Manager
(BPO / Outsourcing) 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.
Job Requirements
- 3-5 years of experience in BPO Operation Management, Project Management, or Solutions Architecture within areputable 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.
