Job Description
Join Qualfon as an Operations Manager in Manila
Qualfon is looking for a dynamic and results-driven Operations Manager to join our leadership team in Manila. In this critical role, you will be the driving force behind our service delivery, ensuring that our daily operations align perfectly with both client expectations and internal business objectives. As a global provider of contact center solutions and back-office services, Qualfon offers a mission-driven environment where your leadership directly impacts the growth of our people and the success of our global partners.
The ideal candidate is a strategic thinker with a deep understanding of the BPO landscape. You will be responsible for overseeing the lifecycle of program performance, from real-time queue management to long-term strategic planning. You will foster a culture of excellence, coaching your direct reports to reach their full potential while maintaining a sharp focus on profitability and operational efficiency. If you are passionate about data-driven decision-making and possess the leadership gravitas to manage high-performing teams, we want to hear from you.
At Qualfon, we believe in 'Making Lives Better.' This means providing you with the tools, technology, and support necessary to thrive in a fast-paced, international environment. This position offers a competitive compensation package, comprehensive benefits, and the opportunity to work with some of the world's leading brands.
Responsibilities
- Oversee daily production activities to ensure all client SLAs and internal KPIs are consistently met or exceeded.
- Lead, mentor, and develop a team of Supervisors and Team Leads, fostering a high-performance culture.
- Analyze operational data and performance reports to identify trends, root causes, and areas for process improvement.
- Manage and maintain strong relationships with clients through regular business reviews (MBRs/QBRs) and proactive communication.
- Optimize workforce utilization and operational costs to ensure program profitability.
- Implement and monitor quality assurance standards to ensure exceptional service delivery.
- Collaborate with recruitment and training departments to ensure optimal staffing levels and agent proficiency.
- Ensure full compliance with company policies, security protocols, and industry regulations.
Qualifications
- Bachelor’s degree in Business Administration, Management, or a related field.
- Minimum of 3-5 years of experience as an Operations Manager specifically within the BPO/Call Center industry.
- Proven track record of managing large-scale teams (100+ FTEs) and hitting performance targets.
- Strong proficiency in data analysis and reporting, with advanced knowledge of MS Excel and CRM tools.
- Excellent verbal and written English communication skills.
- Exceptional leadership, conflict resolution, and decision-making capabilities.
- Familiarity with COPC, Six Sigma, or Lean methodologies is highly preferred.
- Flexibility to work various shifts, including night shifts and weekends, to support global operations.