Site Manager/Operations Manager - Bpo

Site Manager / Operations Manager – BPO

Company: Uplift Global BPO
Location: Tipolo, Mandaue (On-site)
Employment Type: Full-time
Salary Range: ₱160,000 – ₱200,000 per month (based on experience)
Reports To: Managing Partner / Ownership

Position Overview

The Site Manager / Operations Manager is the senior on-site leader for Uplift Global BPO’s Cebu operations. This role holds full accountability for day-to-day call center operations, people leadership, and operational execution, while consistent operational leadership and clear reporting to executive leadership.

This is a senior leadership role in a growing BPO. The Site Manager operates with real authority, direct access to ownership, and visibility with U.S. based clients, while being held accountable for operational performance, culture, and growth.

Key Responsibilities

1. Overall Call Center Leadership

• Own daily BPO operations across all programs and departments
• Lead and manage supervisors, team leads, trainers, QA, and support teams
• Ensure KPIs, SLAs, QA standards, attendance, and productivity targets are consistently met
• Serve as the primary on-site decision-maker for operations and people
• Maintain order, accountability, and execution across all shifts

2. Human Resources Oversight & Culture

• Oversee HR staff responsible for recruitment, onboarding, training coordination, offboarding, and employee relations
• Ensure HR processes are compliant, timely, and consistently executed
• Act as final on-site authority for disciplinary actions and performance management
• Build and enforce a strong culture of accountability, professionalism, and ethical behavior

3. Facility & Infrastructure Management

• Oversee office facilities, utilities, security, IT coordination, and vendors
• Ensure operational readiness of workstations, connectivity, power backup, and security systems
• Manage office expansions, layout planning, and infrastructure improvements
• Maintain a professional, safe, and compliant workplace

4. Financial & Administrative Oversight

• Coordinate with accounting on payroll, incentives, commissions, and operational expenses
• Review budgets, cost controls, and program profitability
• Track operational costs and provide financial summaries to ownership
• Ensure financial discipline across programs

5. Business Development & Client Engagement

• Support business development efforts and new client onboarding
• Participate in client calls, operational reviews, and escalations
• Represent Uplift Global BPO professionally with U.S.-based clients and partners
• Provide operational input for proposals, staffing plans, and pricing

6. New Program Launch & Growth

• Lead the setup and execution of new BPO programs from contract signing to go-live
• Coordinate staffing, training, SOPs, QA frameworks, and reporting
• Identify operational risks early and implement solutions
• Scale programs efficiently while maintaining service quality

7. Executive Reporting & Decision Authority

• Maintain direct communication with ownership
• Provide regular operational, HR, and financial updates
• Escalate only high-impact or strategic issues with recommended solutions
• Operate independently while aligning with executive direction

Required Qualifications

• Minimum 5-10 years’ experience in the BPO industry
• At least 2 years in a senior BPO management role (Operations Manager, Site Manager, or similar role)
• Proven experience managing 100+ agents across multiple departments
• Strong understanding of KPIs, SLAs, QA, workforce management, and client delivery
• In-depth knowledge/mastery of Philippine labor laws and HR practices
• Experience working night shifts aligned with U.S. time zones
• Strong leadership presence and sound decision-making ability
• Excellent English communication skills (written and verbal)

Send your resume to talent@upliftglobalbpo.com and tell us why you’re the perfect fit for this exciting role!

Job Type: Full-time

Pay: Php160,000.00 - Php200,000.00 per month

Benefits:

• On-site parking

Application Question(s):

• Where are you currently residing?
• Are you comfortable to work onsite in Tipolo, Mandaue, Cebu?
• Are you comfortable to work during night shift from 10pm-7am?
• What is your salary expectation?
• When can you start?
• How many years of work experience do you have as a Site Manager or Operations Manager role within a BPO setting?

Work Location: In person