Description
The Services Manager oversees day-to-day BPO operations across assigned accounts or programs, leading Team Leaders and frontline agents while ensuring KPI, SLA, quality, productivity, attendance, AHT, and CSAT targets are met. The role manages operational processes, performance reviews, coaching, client communications, reporting, escalations, compliance, and business continuity, while driving team engagement and retention. It requires 5–7 years of BPO experience, including 2–3 years in an Operations Manager or similar leadership role, and offers HMO coverage, paid time off, government-mandated benefits, and performance-based incentives.
