Operations Manager Job at PartnerHero (Metro Manila)

Operations Manager

PartnerHero

Location:
Philippines , Metro Manila

Category:
Call Center

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The Operations Manager is responsible for the overall performance, stability, and growth of assigned programs. This role ensures operational excellence across service delivery, people leadership, client satisfaction, and financial performance. You will lead Team Leaders and frontline managers, partner closely with cross-functional teams, and act as a key escalation and strategic point of contact for our partners. This role is ideal for a hands-on leader who thrives in scaling operations, managing client expectations, and developing high-performing teams in a BPO environment.

Job Responsibility:

Own end-to-end delivery of assigned programs, ensuring SLAs, KPIs, and quality standards are consistently met or exceeded
Monitor performance metrics including productivity, quality, CSAT, attendance, attrition, and utilization
Identify operational risks and implement corrective and preventive action plans
Drive continuous improvement initiatives across workflows, tools, and processes
Lead, coach, and develop Team Leaders and frontline managers
Partner with HR, L&D, and QA to support performance management, coaching plans, and capability building
Foster a culture of accountability, engagement, and psychological safety
Support workforce planning, scheduling, and capacity management
Serve as a primary escalation point for operational and people-related concerns
Provide regular business reviews, performance insights, and data-driven recommendations to partners
Align closely with cross-functional teams (TA, QA, IT, Finance, L&D) to support program needs
Ensure partner expectations are managed proactively and transparently
Support new program launches, transitions, and ramp-ups in partnership with TA and Academy teams
Ensure readiness across staffing, training, tools, documentation, and governance
Support expansion plans, headcount growth, and multi-LOB operations
Ensure adherence to company policies, partner requirements, and data privacy standards
Maintain accurate documentation, reports, and audit readiness
Promote Crescendo’s core values and operating principles in daily execution

Requirements:

5+ years of BPO operations experience
At least 2–3 years in an Operations Manager or equivalent leadership role
Proven experience managing customer support, trust & safety, or back-office programs
Strong people management background with experience leading managers and team leads
Experience handling client-facing responsibilities and executive-level communications
Data-driven mindset with strong analytical and reporting skills
Excellent communication skills in English (written and verbal)

What we offer:

Hybrid working arrangements
Competitive base salary
Generous paid time off
Comprehensive benefits package including medical, dental, and vision options
Training and professional development opportunities

Additional Information:

Job Posted:
January 02, 2026

Employment Type:

Fulltime

Work Type:

Hybrid work

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