Operations Manager

Job Type: Full-time

Location: Cebu City

Job Summary

We are looking for a highly driven and experienced Operations Manager to lead and oversee daily business operations in a fast-paced call center environment. The ideal candidate will be responsible for managing operational performance, improving team productivity, ensuring service excellence, and driving continuous process improvement across the organization.

Key Responsibilities

• Lead and manage operations teams, including Supervisors, Team Leaders, and front-line agents.
• Monitor and analyze operational KPIs, productivity, attendance, and quality metrics to ensure performance targets are achieved.
• Develop and implement strategic action plans to improve operational efficiency and customer satisfaction.
• Conduct regular coaching, performance evaluations, and leadership development initiatives.
• Collaborate with internal stakeholders to optimize workflows, strengthen processes, and support business objectives.
• Ensure compliance with company policies, procedures, and client expectations.
• Prepare operational reports and present performance updates to management.

Qualifications

• Minimum of 5 years of leadership experience in a call center or BPO environment, preferably in insurance, financial services, or staffing operations.
• Proven experience managing large teams and multiple levels of leadership.
• Strong background in performance management, coaching, and operational planning.
• Excellent analytical and problem-solving skills with the ability to interpret KPIs and operational data.
• Strong communication, stakeholder management, and decision-making abilities.
• Ability to work in a fast-paced and results-driven environment.

Pay: Php75,000.00 - Php80,000.00 per month

Benefits:

• Health insurance
• Opportunities for promotion
• Promotion to permanent employee

Work Location: In person