Operations Manager

Operations Manager

Laguna Site

Key Responsibilities

• Operational Efficiency & Account Health
• Drive fiscal responsibility across a 160–180 headcount floor by managing productive hours, minimizing unnecessary overtime, and optimizing non-billable support structures.
• Maximize seat utilization and control real-time shrinkage (absenteeism, attrition) to ensure lean, efficient, and cost-effective delivery.
• Align frontline performance with account health metrics to sustain program success.
• Operational Execution & Process Governance
• Map workflows, identify bottlenecks, and execute corrective actions to optimize transaction pipelines.
• Author, implement, and enforce SOPs for consistent quality and accuracy.
• Establish robust reporting frameworks to track KPIs, throughput, and capacity utilization.
• Client Communication & Stakeholder Governance
• Act as the primary operational point of contact for clients, ensuring clear and professional communication.
• Proactively flag risks (roadblocks, downtimes, spikes) with immediate mitigation strategies.
• Escalation Mitigation & Quality Assurance
• Build a zero-escalation culture through proactive process guardrails.
• Lead weekly calibration sessions with QA leads, Team Leaders, and clients to ensure alignment on standards and compliance.
• Strategic Leadership & Performance Management
• Mentor Team Leaders through structured 1-on-1s, coaching on queue management and accountability.
• Guide teams through tool migrations, policy changes, and expansions with minimal disruption.

Qualifications

• 5–8 years in operations management or supervisory roles in a BPO setting.
• 3+ years managing direct reports.
• Proven track record in workflow optimization and scaling productivity.
• Bachelor's degree in Business Administration, Operations Management, or related field.
• Strong business acumen in resource tracking, shrinkage impact, cost-efficiency, and budget stewardship.
• Exceptional communication skills with experience presenting to global clients.
• Proficiency in workforce management metrics, financial/data analytics (Excel/BI tools), and BPO workflow platforms.