Operations Manager

Gratitude Inc

110 Views

4 days ago

Operations Manager

1-2 Year(s)

80 - 110 Thousand p.m

Manila (Taguig)

Job Description

Key Skills

Leadership CSAT Operations Manager BPO Experience is a must

6 candidate(s) have already applied for this Job. Apply now

Former employee of Teleperformance – not eligible for rehire, either direct or through a third party

Job Summary
The Operations Manager provides strategic and operational leadership for CE support functions, ensuring scalable delivery, strong leadership pipelines, and sustained service quality. The role owns end-to-end operational outcomes while aligning people strategy, performance, and client expectations.

Key Responsibilities:

•Lead multiple CE teams and Assistant Managers across Tier 1–3 operations.
•Own overall performance against SLAs, CSAT, quality, cost, and people metrics.
•Drive operational strategy, continuous improvement, and efficiency initiatives.
•Serve as senior escalation point for critical operational, client, or delivery risks.
•Partner with senior stakeholders across Recruitment, HR, Workforce, QA, and Product.
•Champion leadership development and succession planning across CE operations.

Qualifications
•Bachelor’s degree or equivalent experience.
•Minimum 24 months of experience as an Operations Manager or equivalent.
•Proven experience managing large BPO teams and multi-layer leadership structures.
•Strong background in performance management, governance, and service delivery.
•Strong technical background in BPO (Must have)

Core Competencies
•Strategic leadership and execution
•Cross functional stakeholder management
•Business and performance analytics
•Change and risk management

Recruitment Process :
Recruitment Interview, Assessment, Hiring Manager Interview, Final Interview (Program VP - TBC).

Pre-screening notes:
Educational attainment:
Years of experience as Operations Manager
Technical experience:
Last drawn salary:
Expected salary:

Role

Operations Manager

Timings

Flexible (Permanent)

Industry

IT-Hardware & Networking

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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