Operations Manager BPO
Company: eClerx
Location: Muntinlupa City, Alabang
Work Setup: Onsite
Department: Operations
Reports To: Senior Operations Manager / Director of Operations
Role Overview
eClerx is seeking a dynamic and results-driven Operations Manager to lead and manage service delivery for voice, non-voice, and transactional processes within our operations in Muntinlupa City.
The Operations Manager will be responsible for overseeing daily operations, driving performance against key metrics, ensuring client satisfaction, and developing high-performing teams. This role requires strong leadership, operational excellence, and the ability to manage multiple processes in a fast-paced BPO environment.
Key Responsibilities
Operations & Service Delivery
- Manage the end-to-end delivery of voice, non-voice, and transactional/back-office processes.
- Ensure consistent achievement of operational KPIs including Service Level, Productivity, Quality, CSAT, and Turnaround Time (TAT).
- Monitor daily operational performance and implement action plans to address performance gaps.
- Maintain operational compliance with internal standards, client requirements, and regulatory policies.
Team Leadership & Development
- Lead, mentor, and develop Team Leaders and frontline associates to drive operational excellence.
- Conduct regular performance reviews, coaching sessions, and career development planning.
- Foster a culture of accountability, collaboration, and continuous improvement.
- Support employee engagement, retention initiatives, and succession planning.
Client & Stakeholder Management
- Act as the primary operational contact for clients and internal stakeholders.
- Participate in client governance meetings, operational reviews, and business updates.
- Present performance reports, insights, and improvement initiatives to stakeholders.
- Ensure strong client relationships through proactive communication and service excellence.
Performance & Process Improvement
- Analyze operational data and identify opportunities to improve efficiency, productivity, and quality.
- Drive process improvement initiatives and implement best practices across operations.
- Support automation and digital transformation initiatives where applicable.
Workforce & Resource Management
- Collaborate with Workforce Management, Talent Acquisition, and Training teams to ensure optimal staffing levels.
- Support recruitment, onboarding, and training for new hires and internal promotions.
- Ensure effective capacity planning to meet client demand.
Compliance & Risk Management
- Ensure adherence to company policies, information security standards, and client compliance requirements.
- Partner with Quality Assurance and Risk teams to maintain operational integrity and mitigate risks.
Qualifications
- Bachelor's degree in Business Administration, Management, or related field.
- 710 years of experience in the BPO industry, with at least 35 years in an Operations Manager or equivalent leadership role.
- Proven experience managing voice, non-voice, and transactional/back-office processes.
- Strong knowledge of BPO operational metrics (SLAs, AHT, CSAT, Quality, Productivity, TAT, etc.).
- Demonstrated experience in client relationship management and stakeholder engagement.
- Experience leading large operational teams in a high-performance environment.
Skills & Competencies
- Strong leadership and people management skills
- Excellent communication and stakeholder management
- Data-driven decision-making and analytical thinking
- Problem-solving and conflict resolution
- Operational excellence and process improvement mindset
- Ability to thrive in a fast-paced, performance-driven BPO environment
Preferred Qualifications
- Experience supporting global clients (APAC, US, or EMEA markets).
- Knowledge of Lean Six Sigma or operational improvement frameworks.
- Experience managing multi-channel support operations (phone, email, chat, and back-office processing).
