Description
The Services Manager will oversee day-to-day BPO operations for assigned accounts or programs, leading Team Leaders and frontline agents while ensuring service delivery, client satisfaction, operational KPIs, SLAs, quality, and performance standards. The role includes process optimization, cross-functional coordination with Quality, Training, Workforce Management, and HR, coaching and talent development, client communications and reporting, real-time risk management, employee engagement, compliance, business continuity, and escalations. The position requires 5–7 years of BPO experience, including 2–3 years in an Operations Manager or comparable leadership role, and involves shifting, night, weekend, and holiday schedules. It offers a hybrid arrangement in Ortigas, Philippines, with HMO coverage and other benefits.
