OPERATION MANAGER

Position Overview:

We are looking for an experienced Operations Manager to lead and oversee the day-to-day operations within our Business Process Outsourcing (BPO) unit. The ideal candidate will have a strong background in managing large teams, optimizing processes, and ensuring the highest levels of client satisfaction while meeting service level agreements (SLAs) and key performance indicators (KPIs).

Key Responsibilities:

• Operational Oversight: Manage and lead BPO operations, ensuring that all processes are running efficiently and effectively across various departments such as customer service, back-office operations, and other outsourced functions.
• Team Management
  • Oversee hiring, training, and development of team leaders and associates to ensure continuous improvement in service quality and team productivity.
  • Responsible for overseeing employee management and administrative functions, ensuring effective supervision, coordination, and support for a large workforce.
• Client Relationship Management: Act as the main point of contact for key clients, ensuring their needs are met and handling escalations or issues as they arise. Foster strong client relationships to ensure high client retention and satisfaction.
• Performance Management: Monitor operational performance through KPIs, SLAs, and metrics. Identify areas for improvement and take corrective actions as necessary to ensure optimal performance.
• Process Optimization: Continuously evaluate and optimize workflows, seeking opportunities to streamline processes and improve efficiency through automation, technology integration, and lean
• Compliance & Risk Management: Ensure adherence to legal, compliance, and client-specific regulations, including data protection, security, and quality standards.
• Reporting: Prepare and present detailed performance reports to senior management and clients. Provide insights and recommendations for operational improvements.
• Cross-functional Collaboration: Work closely with other departments, including Quality Assurance, HR, IT, and Finance, to ensure smooth coordination of all operations.

Qualifications:

• Experience:
  • 5+ years of experience in managing BPO operations or contact center environments.
  • Proven experience in leading teams and managing multi-client operations.
• Skills:
  • Strong leadership and people management skills.
  • Ability to handle complex client relationships and escalations.
  • Proficiency in operations management software, CRM systems, and data analytics tools.
  • Excellent communication and negotiation skills.

Working Conditions:

• Work Arrangement: Onsite
• Schedule: Night shift/shifting

About the Company

Outsource Accelerator is the trusted source for independent information, advisory and expert implementation of Business Process Outsourcing (BPO). We are the #1 Outsourcing Authority, offering the world's leading outsourcing aggregator marketplace.

We specifically provide the conduit between Philippines outsourcing suppliers and business clients across the globe. We continue to provide world-class talent to help small and medium-sized enterprises successfully build their offshore team in the Philippines.