Call Center Operations Manager

Description

Lead Operations. Develop People. Deliver Results.

Are you an experienced BPO leader who knows how to turn operational challenges into measurable business results?

We're looking for a driven, commercially minded Call Center Operations Manager to lead contact center operations in our growing Davao City office.

This is an exciting opportunity for an accomplished operations professional who can lead through people, manage performance through data, build strong client relationships, and consistently improve operational efficiency.

You'll take ownership of assigned client programs, lead Team Leaders and Supervisors, and ensure that operational teams deliver exceptional service, meet contractual commitments, and achieve business objectives.

We're looking for more than someone who can maintain an operation. We want a leader who can identify opportunities, solve problems, develop people, and create an environment where teams and clients can succeed.

What You'll Be Responsible For

Operations Leadership

• Oversee the daily operations of assigned BPO/contact center programs.
• Ensure contractual Service Level Agreements (SLAs), client KPIs, and internal performance targets are consistently achieved.
• Maintain appropriate staffing, scheduling, and operational coverage across shifts.
• Work closely with Workforce Management to align capacity, forecasts, and staffing requirements.
• Ensure operational procedures, escalation processes, and business continuity plans are followed.

Performance & Business Management

• Take ownership of operational KPIs, including Service Level, CSAT, Quality Assurance, Schedule Adherence, Occupancy, Abandonment, Attendance, Attrition, and Productivity.
• Analyze performance data, identify trends, and conduct root-cause analysis.
• Develop and implement corrective action plans to address performance gaps.
• Monitor operational costs, productivity, and profitability.
• Translate performance insights into practical business improvements.

People Leadership & Development

• Lead, mentor, and develop Team Leaders and Supervisors.
• Establish clear performance expectations and accountability.
• Conduct regular coaching sessions, performance reviews, and leadership development activities.
• Identify high-potential employees and support succession planning.
• Partner with HR on employee relations, performance management, attendance, and retention initiatives.
• Build a positive, accountable, and performance-driven working environment.

Client & Stakeholder Management

• Serve as a primary operational contact for assigned international clients.
• Build and maintain strong relationships with client stakeholders and internal business partners.
• Lead and participate in Weekly, Monthly, Quarterly, and Annual Business Reviews.
• Present operational performance reports, root-cause analyses, and improvement recommendations.
• Manage client escalations and ensure timely resolution.
• Identify opportunities to strengthen client partnerships and expand existing accounts.

Quality & Continuous Improvement

• Partner with Quality Assurance and Training teams to improve customer experience and employee performance.
• Identify recurring operational issues and implement sustainable solutions.
• Review workflows and recommend process improvements, automation opportunities, and productivity initiatives.
• Promote a customer-first culture while maintaining operational controls.

Working Conditions

• This is an on-site position based in our Davao City office.
• Flexibility to work shifting schedules, including night shifts, weekends, and Philippine holidays, depending on client requirements, is essential.
• Additional management coverage may be required during critical operational periods, client launches, and business continuity events.

Compensation & Opportunity

Monthly Salary: PHP 60,000–80,000, depending on experience and qualifications.

This is an opportunity to take on a meaningful leadership role within a growing international BPO organization and help build strong, high-performing operations in Davao City.

Hiring Process

To ensure fairness and consistency, all applicants must complete every stage of the hiring process.

Our hiring process includes:

1. Resume Review
2. Pre-Screen Questionnaire
3. One-Way Video Interview
4. Live Interviews

Requirements

What We're Looking For

Education

• Bachelor's degree in Business Administration, Management, Communications, or a related field preferred.
• Equivalent relevant BPO/contact center leadership experience may be considered.

Professional Experience

• At least 5 years of experience in BPO/contact center operations, preferably in Customer Service, Sales, Collections, Technical Support, or blended operations.
• At least 2–3 years of experience managing Team Leaders, Supervisors, or comparable operational leadership teams.
• Experience managing sizeable contact center operations, preferably with 100+ FTEs.
• Proven experience managing client relationships and conducting business/performance reviews.
• Experience supporting international client programs, particularly US, UK, Australian, or other international markets.
• Experience with new client implementations, operational transitions, or program ramp-ups is highly desirable.

Technical & Professional Skills

• Strong operational and people-management capabilities.
• Excellent spoken and written English communication.
• Strong analytical, problem-solving, and decision-making skills.
• Experience with workforce planning, capacity management, and operational reporting.
• Strong presentation and business review capabilities.
• Advanced working knowledge of Microsoft Excel and PowerPoint.
• Familiarity with CRM, workforce management, quality assurance, telephony, and contact center reporting platforms.
• Commercial awareness and the ability to understand operational costs and profitability.

The Leadership Qualities We Value

Our ideal candidate:

• Takes ownership and drives solutions rather than simply reporting problems.
• Makes informed decisions using operational data and business impact.
• Holds leaders accountable while maintaining a supportive working environment.
• Develops Team Leaders into confident and effective operational leaders.
• Communicates professionally with clients, employees, and senior management.
• Anticipates operational risks and takes proactive action.
• Consistently looks for ways to improve customer experience, employee engagement, efficiency, and profitability.