Operations Manager
Work Arrangement: On-site
Location: Paco, Manila
Schedule: PH Night Shift
Job Summary
The Operations Manager is responsible for overseeing daily operations, ensuring achievement of client and internal performance metrics, and driving overall business performance. This role manages account profitability, operational efficiency, and team development while serving as a key liaison between the organization and client stakeholders.
Key Responsibilities
1. Client Performance & Service Delivery
- Ensure compliance with client performance metrics to drive satisfaction and exceed expectations, including:
- Scorecard performance
- Quality
- Adherence
- Turnaround Time
- Throughput
- Analyze reports and staffing patterns to maintain required service levels
- Conduct Focus Group Discussions (FGDs) to identify and address employee concerns
2. Operational & Financial Management
- Manage account performance against internal metrics, including:
- Manpower Utilization
- Attrition
- Productivity (Production Hours)
- Forecast revenue and expenses to meet revenue and EBIT targets
- Monitor productivity (paid hours vs. productive hours)
- Analyze operating costs (direct and indirect) and identify optimization opportunities
- Drive initiatives that positively impact financial performance
3. Client & Stakeholder Management
- Act as the primary point of contact for Vendor Management Offices (US-based)
- Lead and participate in client meetings and conference calls
- Provide regular performance updates and insights
- Manage and escalate operational issues in a timely manner
- Communicate via email, chat, and other collaboration tools
4. Performance Analysis & Continuous Improvement
- Analyze operational results to identify trends, gaps, and opportunities
- Develop and implement strategic action plans and process improvements
- Present insights, recommendations, and updates during management committee meetings
- Drive initiatives to improve efficiency, quality, and customer satisfaction
5. Talent Development & Leadership
- Identify, develop, and retain high-potential employees
- Provide regular coaching, feedback, and performance evaluations
- Recommend and implement training programs
- Assess leadership gaps and create development plans
6. People & Workforce Management
- Lead workforce planning and forecasting to meet FTE requirements
- Oversee staffing, scheduling, and intraday management
- Develop programs to enhance employee engagement and morale
- Promote effective communication across teams
- Ensure a positive and productive work environment
7. Core Operational Leadership
- Lead daily operations and ensure SLA and KPI achievement
- Oversee shared support across multiple programs, ensuring balanced resource allocation
- Manage, coach, and develop Supervisors and Team Leads
- Conduct performance reviews, calibrations, and coaching sessions
- Drive continuous improvement (AHT reduction, CSAT improvement, process optimization)
- Prepare and deliver business reviews (weekly/monthly) to clients and leadership
- Ensure compliance with company policies and regulatory requirements
- Collaborate with QA, WFM, Training, and HR teams
- Manage escalations and ensure timely resolution
- Support new hire onboarding, nesting, and ramp-up
Qualifications
- 35+ years of experience in BPO or contact center operations
- At least 3 years of experience in an Operations Manager role
- Proven experience managing Supervisors/Team Leads and large teams
- Strong knowledge of key metrics: AHT, CSAT, QA, SLA, shrinkage, utilization
- Experience in client-facing roles and business reviews
- Excellent communication and stakeholder management skills
- Strong analytical and problem-solving abilities
- Proficiency in CRM tools, WFM systems, QA platforms, and reporting dashboards
- Background in workforce planning, forecasting, and capacity management
