Operations Manager, Quezon City

Responsibilities:

• Own the delivery of Key Performance Indicators (KPIs) such as Service Level Agreements (SLAs), Average Handle Time (AHT), Quality Scores, and Customer Satisfaction (CSAT/NPS).
• Manage the account's budget. This includes monitoring CCI (Contract Controllable Income), reducing "cost-to-serve," and identifying ways to improve margins through automation or process lean-outs.
• Act as the primary point of contact for global clients. You will lead Weekly/Monthly Business Reviews (WBRs/MBRs) to present performance data and strategic roadmaps.
• Work with Workforce Management (WFM) to ensure optimal staffing levels, managing "shrinkage," attrition, and headcount growth.
• Develop and execute "Stay Interviews" and engagement initiatives to keep turnover rates below industry benchmarks.
• Collaborate with HR to interview and select top-tier talent for specialized roles (e.g., Technical Support, Finance & Accounting, or Telco).
• Regularly audit and update SOPs to ensure the team is following the most efficient and compliant workflows.

Qualifications:

- Bachelors degree required.

78 years of related experience in operations management.

Minimum 23 years managing Supervisors, Team Leads, or Associate Managers.

Experience in Customer Service or similar functions.

Proven leadership in launching new BPO accounts, transitions, or pilot programs.

Strong experience in client management, including executive communication and hosting client visits.

Deep competency in capacity planning, WFM forecasting, and cost modeling needed for a new account.

Experience in continuous improvement frameworks (Lean Six Sigma preferred).

Familiarity with HRIS/HCM, payroll, or SaaS support environments (UKG, ADP, Workday, etc.) highly preferred.

Ability to work with cross-functional teams (Recruitment, Training, Quality, WFM, HR, IT, Facilities) to execute launch objectives.

Strong analytical and dashboard-building skills; ability to define KPIs, SLAs, and metrics.

Excellent documentation, compliance awareness, and audit-readiness discipline.

High executive presence