Operations Manager

Swak BPO Corp. is one of the fastest-growing BPO centers in the Clark Freeport Zone. We pride ourselves on doing great work for our customers with professionalism, energy, and enthusiasm. Our work environment represents a culture of dedication, stability, and teamwork. As the business expands, we seek to hire an Operations Manager to join our growing company.

The Operations Manager is responsible for leading and developing Operations Supervisors and their teams. This role ensures supervisors and team leads have the skills, tools, and support needed to successfully manage their teams.

The Operations Manager oversees daily operations, monitors performance, improves processes, and helps develop strong operational leadership across the organization.

Job Responsibilities:

Leadership & Team Development:

• Train, coach, and support Operations Supervisors and their teams.
• Conduct weekly 1-on-1 meetings with Supervisors.
• Lead monthly leadership training for Supervisors and Leads.
• Support the development of leadership training programs.
• Ensure Supervisors provide regular coaching and goal-setting for their team leads.
• Help identify and develop future leaders through succession planning.

Operations Management:

• Oversee day-to-day operations of international teams.
• Monitor account performance, utilization, and operational efficiency.
• Review operational dashboards and reports to identify trends and issues.
• Fall below 50% utilization
• Reach near 100% utilization
• Have backlogs or performance challenges
• Ensure supervisors track attendance, performance, and KPIs.
• Address performance issues and support disciplinary processes when necessary.

Quality & Performance Monitoring:

• Review QA reports and ensure supervisors address recurring errors.
• Audit coaching sessions and team touchpoint calls.
• Provide feedback and guidance to improve team performance.
• Monitor attendance, production metrics, and audit results.

Hiring & Talent Development:

• Assist with hiring Operations Supervisors and Leads.
• Conduct interviews and provide hiring recommendations.
• Help develop internal leadership training and succession plans.

Client & Cross-Team Collaboration:

• Attend client training sessions when required.
• Participate in calibration calls for escalated accounts.
• Ensure collaboration between Operations, Associates, and Sales teams.
• Support onboarding of new clients and ensure smooth go-live processes.

Onboarding Responsibilities:

• Facilitate onboarding calls with Sales and Onboarding teams.
• Ensure onboarding tasks are completed by Supervisors and Leads.
• Coordinate leadership assignments for new accounts.
• Ensure new clients go live within 6 weeks of kickoff.
• Maintain strong client retention during the first 90 days post-launch.

Job Requirements:

• 5+ years of experience in Operations, preferably in a BPO environment
• 3+ years of leadership experience managing supervisors, team leads, or multi-level teams
• Proven experience managing operational performance, KPIs, and team productivity
• Experience with client-facing operations or account management is a strong advantage
• Experience in process improvement, coaching, and leadership development
• Strong leadership and people management skills
• Experience conducting coaching sessions, leadership training, and team performance reviews
• Demonstrated ability to build and develop high-performing teams

Why work with Swak BPO Corp.?

• Opportunity to work with international teams and companies
• Opportunity in promotions and salary increases
• A company that provides HMO; upon reaching your second year with the company, you will get one (1) free dependent at no additional cost
• Free meals prepared and provided by the company to promote a healthy lifestyle
• Free shuttle services provided around Angeles City and nearby areas
• A recreational facility that provides comfort and entertainment for employees to unwind

*This is going to be on-site work. Our offices are located in Clark Freeport Zone, Angeles City, Pampanga.