Operations Manager (BPO Chat Support Operations)

This position is critical in supporting our continued growth and delivering high-quality customer service in a fast-paced, international BPO environment.

• Operations Management
• Oversee the daily operations of the Cebu Chat Support Center to ensure service levels, productivity, and quality targets are achieved.
• Monitor and analyze operational performance, customer response times,and appointment conversion metric, implementing improvements to enhance efficiency and customer experience.
• Ensure compliance with company policies, operational procedures, attendance standards, information security requirements, and governance guidelines.
• Identify operational risks, resolve issues promptly, and ensure timely escalation where necessary.

• Team Leadership & People Management
• Lead, coach, and develop Team Leaders and Operation Agents to achieve individual and team performance goals.
• Minimum of 3+ years BPO operations management experience with proventrack record of managing teams in a BPO environment is required.
• Foster a culture of accountability, teamwork, professionalism, and continuous improvement.
• Conduct regular coaching sessions, performance reviews, and teammeetings while managing attendance, punctuality, and workforce discipline.
• Promote employee engagement and address performance or workplace concerns professionally.
• Performance & Quality Management
• Monitor and analyze KPIs, including productivity, quality, attendance, response accuracy and service performance.
• Develop and implement action plans to improve team performance and operational efficiency.
• Manage staffing and workforce utilization to support business requirements.
• Ensure accurate operational reporting, documentation, and communication.
• Workforce Planning & Administration
• Manage team schedules, staffing requirements, leave planning and shift coverage.
• Review attendance reports, workforce utilization, and staffing trends.
• Ensure accurate operational reporting and documentation.
• Support onboarding, training coordination, and knowledge transfer activities.
• Ensure timely communication of operational updates, staffing concerns, and workforce risks.
• Process Improvement & Compliance
• Review workflows and recommend improvements to enhance operational effectiveness.
• Maintain compliance with company policies, audit requirements, and information security standards.
• Support the development of operational procedures, reporting processes, and best practices to drive continuous improvements.
• Collaboration with Singapore and Japan Teams
• Work closely with Singapore Management and Japan teams to ensure alignment with business objectives, operational standards, and service expectations.
• Business proficient English communication skills are required for effective collaboration with international teams.
• Support new initiatives, process improvements, training activities, and business reviews.
• Provide timely reporting, updates, and escalation of operational risks and key issues.