Operations Manager (BPO)

Location: Metro Manila, Manila, NCR, Philippines

Company

hirify.global, part of Capgemini, provides intelligent operations and transformation services using domain expertise, AI-powered platforms, and analytics across multiple industries.

What you will do

• Lead and manage a team of 15–20 Service Associates, ensuring performance, productivity, service levels, and policy compliance.
• Run team meetings, coaching sessions, one-on-one feedback, and performance reviews.
• Maintain floor coverage and oversee smooth daily operations.
• Communicate process updates, client requirements, and company announcements.
• Manage client relationships, business reviews, operational concerns, and cross-functional issue resolution.
• Prepare performance dashboards and capacity reports, analyze trends and profitability, and implement improvement plans.

Requirements

• 8+ years of experience in BPO, particularly in domain accounts.
• Experience leading, mentoring, and developing Assistant Managers, Supervisors, and service teams.
• Ability to manage priorities, delegate tasks, and ensure timely completion.
• Experience monitoring service levels, targets, client requirements, compliance, and financial performance.
• Ability to interview and assess candidates for agent-level positions.

Culture & Benefits

• Structured career path with internal progression opportunities.
• Skills training opportunities.
• Free HMO coverage from day one, including domestic partners.
• Paid leaves.
• Safe work environment.