MANAGER, OPERATIONS at Qualfon Philippines Incorporated

Manila, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

21 Jun, 26

Salary

0.0

Posted On

23 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Client Performance, Service Delivery, Scorecard Performance, Quality Adherence, Turnaround Time, Throughput, Manpower Utilization, Attrition, Productivity, Revenue Forecasting, Stakeholder Management, Process Improvement, Talent Development, Workforce Planning, SLA Achievement, KPI Achievement

Industry

Outsourcing and Offshoring Consulting

Description

Overview The Operations Manager is responsible for overseeing daily operations, ensuring achievement of client and internal performance metrics, and driving overall business performance. This role manages account profitability, operational efficiency, and team development while serving as a key liaison between the organization and client stakeholders. Responsibilities Client Performance & Service Delivery Ensure compliance with client performance metrics to drive satisfaction and exceed expectations, including: Scorecard performance Quality Adherence Turnaround Time Throughput Analyze reports and staffing patterns to maintain required service levels Conduct Focus Group Discussions (FGDs) to identify and address employee concerns Operational & Financial Management Manage account performance against internal metrics, including: Manpower Utilization Attrition Productivity (Production Hours) Forecast revenue and expenses to meet revenue and EBIT targets Monitor productivity (paid hours vs. productive hours) Analyze operating costs (direct and indirect) and identify optimization opportunities Drive initiatives that positively impact financial performance Client & Stakeholder Management Act as the primary point of contact for Vendor Management Offices (US-based) Lead and participate in client meetings and conference calls Provide regular performance updates and insights Manage and escalate operational issues in a timely manner Communicate via email, chat, and other collaboration tools Performance Analysis & Continuous Improvement Analyze operational results to identify trends, gaps, and opportunities Develop and implement strategic action plans and process improvements Present insights, recommendations, and updates during management committee meetings Drive initiatives to improve efficiency, quality, and customer satisfaction Talent Development & Leadership Identify, develop, and retain high-potential employees Provide regular coaching, feedback, and performance evaluations Recommend and implement training programs Assess leadership gaps and create development plans People & Workforce Management Lead workforce planning and forecasting to meet FTE requirements Oversee staffing, scheduling, and intraday management Develop programs to enhance employee engagement and morale Promote effective communication across teams Ensure a positive and productive work environment Core Operational Leadership Lead daily operations and ensure SLA and KPI achievement Oversee shared support across multiple programs, ensuring balanced resource allocation Manage, coach, and develop Supervisors and Team Leads Conduct performance reviews, calibrations, and coaching sessions Drive continuous improvement (AHT reduction, CSAT improvement, process optimization) Prepare and deliver business reviews (weekly/monthly) to clients and leadership Ensure compliance with company policies and regulatory requirements Collaborate with QA, WFM, Training, and HR teams Manage escalations and ensure timely resolution Support new hire onboarding, nesting, and ramp-up Qualifications 3–5+ years of experience in BPO or contact center operations At least 3 years of experience in an Operations Manager role Proven experience managing Supervisors/Team Leads and large teams Strong knowledge of key metrics: AHT, CSAT, QA, SLA, shrinkage, utilization Experience in client-facing roles and business reviews Excellent communication and stakeholder management skills Strong analytical and problem-solving abilities Proficiency in CRM tools, WFM systems, QA platforms, and reporting dashboards Background in workforce planning, forecasting, and capacity management

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Responsibilities

The Operations Manager oversees daily operations, ensuring the achievement of client and internal performance metrics while driving overall business performance, including managing account profitability and team development. This role serves as a key liaison for client stakeholders, focusing on service delivery, financial management, and continuous improvement initiatives.