Global Operations Manager (BPO)

We're Hiring: Contact Center Lead (Senior Operations Manager)!

We are seeking a dynamic Contact Center Lead/Manager to oversee day-to-day operations, ensure the delivery of exceptional service, and drive performance across teams. This role requires a strategic leader with a proven ability to manage multiple lines of business/ locations to optimize processes, and foster a high-performance, customer/partner-centric culture.

Location: Pasig, Philippines

Work Mode: Work From Office

Role: Contact Center Lead (Senior Operations Manager)

What You'll Do

• Lead and manage daily operations of the contact center, ensuring service levels, quality standards, and KPIs are consistently met or exceeded.
• Review and analyze operational data and trends to drive informed decision-making and strategic planning.
• Coach, mentor, and develop team members to maximize performance, engagement, and professional growth.
• Conduct workforce planning and capacity management to meet staffing requirements and financial targets, including occupancy and bill-to-pay ratios.
• Maintain proactive client engagement, track client issues, and ensure timely and effective resolution.
• Champion continuous improvement initiatives (e.g., reporting enhancements, automation) to optimize service quality and operational efficiency.
• Ensure seamless collaboration and communication with shared services (e.g., IT, HR, Payroll) and internal stakeholders (e.g., PRMs, program heads).
• Prepare and present operational reports to senior leadership with actionable insights and recommendations.
• Uphold compliance with internal SOPs, data security protocols, and documentation standards.
  
  

What We’re Looking For

• Bachelor’s degree in Business Administration, Operations Management, or a related field.
• Minimum of 5 years' experience as an Operations Manager in a BPO/contact center environment, preferably across multiple sites or geographies.
• Proven track record in managing diverse lines of business, demonstrated success in achieving SLAs and building high-performance teams.
• Strong background in performance management and service delivery improvement.
• Expertise in workforce management, recruitment, training, and operational optimization.
• Proficiency in CRM tools for service management and reporting; Salesforce experience preferred.
• Excellent leadership, coaching, and team development skills.
• Advanced communication and stakeholder management skills across remote and in-person settings.
• Strong analytical capabilities to drive efficiency, reduce costs, and inform data-driven strategies.
• Highly organized, proactive, and adaptable in fast-paced, dynamic environments.
• Effective collaboration with internal departments and external partners.
• Experience conducting attrition analysis and implementing data-informed employee engagement strategies.
• Deep understanding of aligning operational execution with overall business goals and values.
  
  

Ready to make an impact? Apply now and let’s grow together!

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