About the Role
We are currently seeking a Senior Manager, BPO Operations to join our team in Quezon City, Metro Manila, Philippines. The Senior Manager, BPO Operations is responsible for leading the day-to-day delivery and performance of assigned client programs, ensuring the achievement of operational, quality, financial, and customer experience objectives. This role provides strategic and operational leadership across multiple teams, driving service excellence, workforce optimization, continuous improvement initiatives, and client satisfaction. The Senior Manager serves as a key liaison between clients and internal stakeholders, ensuring contract compliance, operational efficiency, and sustainable business growth while fostering a high-performance culture focused on accountability, employee development, and operational excellence.
Responsibilities
Service Delivery & Operations
- Own day-to-day operational performance of assigned BPO account(s)
- Ensure achievement of SLAs, KPIs, and quality metrics
- Manage staffing, scheduling, and productivity to meet demand
- Lead performance recovery plans for underperforming teams/accounts
- Drive continuous improvement using Lean, DMAIC, or Six Sigma methodologies
People Management
- Lead, coach, and develop Team Leaders / Supervisors
- Manage hiring, onboarding, training, and attrition mitigation
- Conduct performance reviews and corrective action plans
- Foster a culture of accountability, engagement, and continuous improvement
Quality, Compliance & Risk
- Ensure adherence to client policies, regulatory requirements, and internal controls
- Partner with QA and Compliance teams to reduce errors and financial risk
- Lead root cause analysis for quality defects and escalations
- Implement preventive controls and error-proofing mechanisms
Client Management
- Act as the primary point of contact for client operations
- Prepare and present weekly/monthly performance reviews
- Manage escalations and ensure timely resolution
- Build strong client relationships and support account growth
Financial & Commercial Management
- Manage account budgets, cost controls, and margin improvement
- Track financial impact of quality issues and operational inefficiencies
- Support pricing, forecasting, and capacity planning
- Drive cost optimization without compromising service quality
Governance & Reporting
- Establish governance cadence (daily ops, weekly reviews, monthly exec calls)
- Maintain dashboards for SLA, quality, productivity, and financial performance
- Ensure documentation, audit readiness, and compliance reporting
Qualifications
- 2-4+ years of BPO/contact center operations leadership experience
- Bachelor's degree in Business Administration, Management, Communications, or a related field.
- Experience managing large teams directly and indirectly
- Strong knowledge of WFM, SLA's, KPI's, CSAT, NPS, QA, and other BPO continuous improvement initiatives.
- Strong coaching and people-development capabilities.
- Experience working directly with international clients.
- Experience with contract deliverables and account growth is highly valued.
- Familiarity with CRM systems, workforce management tools, and reporting platforms.
