Operations Manager

Location : Clark / Angeles, Pampanga (Onsite)

Salary : 45,000 PHP / month

Schedule : Full-time, Office-based

Job Description :

We are seeking a highly experienced Operations Manager with a solid background in BPO operations, VA Hub management, or multi-team service delivery environments. This role is crucial in ensuring the agency runs with operational excellence, scalability, and consistent client satisfaction.

You will oversee day-to-day workflows, supervise multiple departments, implement industry-standard processes, and drive the overall success and efficiency of the company.

This role requires someone who has already run or managed a VA Hub, BPO account, or service-based operations team with a proven track record of leading teams toward performance and productivity targets.

Key Responsibilities :

Lead and oversee daily operations across all departments (Admin, VAs, Creative, IT, SMM, EA teams)

Ensure all client deliverables, tasks, and performance KPIs are met consistently

Monitor workforce metrics : attendance, productivity, QA ratings, AHT, SLA compliance

Manage escalations, resolve operational issues, and coordinate with department heads

Implement and update SOPs, workflows, and performance standards across the company

Collaborate closely with HR on hiring, staffing, and disciplinary cases

Work with the IT team to ensure operational uptime, system reliability, and tech support

Drive continuous improvement initiatives to optimize efficiency and client satisfaction

Prepare detailed weekly and monthly operations reports for the Executive Team

Support onboarding of new clients, ensuring successful integration with service teams

Lead performance reviews, coaching sessions, and corrective action implementation

Maintain a culture of accountability, high performance, and operational excellence

Qualifications :

Minimum of 3–5 years experience in Operations Management, Team Leadership, or Workforce Management

Must have extensive experience running or supervising a VA Hub, BPO account, or outsourcing team

Strong background in managing multi-department operations

Proven ability to meet KPIs, SLAs, and performance targets

Strong leadership, decision-making, and people-management skills

Experience handling escalations, compliance, quality assurance, and metric-driven environments

Ability to create, implement, and optimize operational SOPs and workflow systems

Excellent communication and client-handling skills

Knowledgeable in shift planning, WFM processes, team structure setup, and daily operations flow

Highly organized, proactive, and capable of managing a fast-paced, high-volume operation