BPO Operations Manager

Manila, Philippines · Philippines · 3-5 years experience · Hybrid · Posted Oct 8, 2026

At a glance

The BPO Operations Manager owns overall Customer Service performance, ensuring consistent quality, strong execution, and delivery against business expectations.
They monitor performance and impact, develop strategies, and intervene where results, quality, or execution fall below standards, while serving as the second level of escalation.
The role ensures that processes, structures, and ways of working enable the team to operate effectively, scale, and continuously improve.

Own the performance and output quality of Leads and Specialists, aligning team goals with objectives defined by senior management
Ensure the team operates with the appropriate structure, resource allocation and schedule coverage
Validate that team outputs generate measurable impact on KPIs, driving corrective actions when needed
Define and follow up on development plans and performance initiatives, including management of PIPs aligned with company standards
Provide regular, impactful feedback and development to Leads and Specialists that drives behavior change and performance improvement
Act as the second level of escalation for BPO performance issues and ensure resolution of operational blockers across key customer journeys
Align with peer Managers on initiatives that can scale across markets and share best practices
Escalate to the Head of Ops, in a structured way and with a proposed solution, risks and blockers that cannot be resolved at market or peer level
Actively collaborate and exchange best practices, insights and initiatives with the Backoffice team, QA/QC, Training, Content and other internal teams
Partner with WFM in planning and before execution to improve forecast accuracy, including business continuity planning

Strong Customer Service experience, with 3–5 years of experience in Customer Service operations
Proven leadership experience, with the ability to lead teams, drive performance, and manage people effectively
Strong Excel, data analysis, and analytical skills, with the ability to translate data into actionable insights
Good knowledge and practical experience with CRM tools
Strategic and analytical thinking, and sound decision-making
Ability to prioritize and drive focus based on business impact
Strong ownership and accountability for results
Ability to structure and optimize operational models
Stakeholder management and cross-functional collaboration
Demonstrated AI-first mindset, actively leveraging AI tools and assistants to improve productivity, problem-solving and decision-making