Job Description
About Us: Outsourced is a leading Philippines outsourcing company providing dedicated remote staff and offshore staffing services. We specialise in providing staff of the highest quality who will continue to exceed your expectations and provide benchmark offshore solutions to your business. With Outsourced you can scale your organisation quickly, easily and cost effectively with dedicated remote staff based in our modern offices in Manila.
About the Role We are looking for a highly experienced Operations Manager to lead the day-to-day delivery of a complex, fast-moving outsourced operation supporting a global enterprise client.
This is a senior, hands-on operational leadership role for someone who can combine strategic thinking with strong tactical execution. You will take ownership of operational performance, people, processes, workforce planning and continuous improvement, while partnering closely with senior leadership on client relationships, commercial performance and service outcomes.
This is not a traditional account maintenance role. We are looking for a builder and operator who has experience launching, scaling, stabilising or turning around operations and is comfortable working in environments where processes and structures continue to evolve.
Key Responsibilities Operational Leadership - Own the day-to-day performance and delivery of the operation, ensuring agreed service levels, KPIs and client expectations are consistently achieved.
- Lead operational planning, execution, governance and continuous improvement across the account.
- Translate strategic objectives into clear operational plans, priorities and measurable outcomes.
- Identify operational risks and performance gaps and drive timely corrective and recovery actions.
- Develop and implement scalable operating models, processes and management structures.
- Ensure the operation is appropriately resourced and equipped to respond to changing business requirements and demand.
Performance & Commercial Management - Take ownership of operational performance, cost management, capacity and productivity.
- Partner with senior leadership on operational sizing, resource planning and margin performance.
- Monitor key contact centre KPIs, including Service Level, CSAT, Quality, Productivity, AHT and FCR.
- Use data and operational insights to identify root causes, make informed decisions and improve performance.
- Establish effective governance and reporting frameworks to ensure accountability across the operation.
Workforce Management - Work closely with WFM to ensure effective forecasting, scheduling and real-time management.
- Maintain strong visibility of interval-level performance, adherence, attendance, staffing and coverage.
- Identify and address gaps between forecasted and actual demand and capacity.
- Lead recovery plans when service levels, staffing or operational performance fall below expectations.
- Ensure workforce strategies support both client requirements and commercial objectives.
Client & Stakeholder Management - Build strong, credible relationships with senior enterprise client stakeholders.
- Lead performance discussions, operational reviews and difficult conversations with confidence and transparency.
- Clearly communicate operational challenges, root causes, actions and recovery plans.
- Take accountability for commitments made to the client and ensure agreed actions are delivered.
- Build client confidence through strong operational control, data-driven decision-making and consistent execution.
Cross-Functional Leadership - Work closely with Operations, Recruitment, WFM, Quality Assurance and Learning & Development to ensure effective end-to-end delivery.
- Provide direction and accountability across operational support functions.
- Identify capability, process and resource gaps and implement appropriate solutions.
- Develop leaders and managers to create a strong culture of accountability, ownership and continuous improvement.
Transformation & Continuous Improvement - Lead the launch, ramp-up, stabilisation or turnaround of operational programs.
- Identify opportunities to improve processes, productivity, quality, customer experience and cost efficiency.
- Lead operations through periods of significant change, rapid growth or variable demand.
- Develop practical solutions rather than relying solely on established processes or inherited operating models.
- Drive a culture of problem-solving, operational discipline and continuous improvement.
What We’re Looking For Essential Requirements - 10+ years of experience within outsourced BPO/contact centre environments, with progressive operational leadership experience.
- At least 3 years of experience as an Operations Manager, Senior Operations Manager or equivalent.
- Proven experience managing 24/7 operations, ideally across multiple countries, languages and/or time zones.
- Strong commercial experience, including operational sizing, cost management and margin ownership.
- Demonstrated experience launching, ramping, scaling, stabilising or turning around BPO accounts or programs.
- Strong WFM knowledge, including forecasting, scheduling, real-time management, adherence, attendance and interval-level delivery.
- Strong understanding of core contact centre KPIs, including Service Level, CSAT, Quality, Productivity, AHT and FCR.
- Experience leading across multiple BPO functions, including Operations, Recruitment, WFM, QA and L&D.
- Strong analytical and problem-solving skills, with the ability to use data to identify issues, determine root causes and drive improvements.
- Proven experience working directly with large enterprise clients and senior client stakeholders.
- Experience within at least one of the following sectors: media, gaming, streaming, digital platforms, technology or consumer applications.
Preferred Experience - Successfully turning around an underperforming or challenged operation.
- Building an operation or operational structure from the ground up.
- Managing remote, distributed or flexible workforce models.
- Managing highly variable demand, rapid scaling or significant changes in contact volumes.
- Experience working with newer or non-traditional workforce and delivery models.
- Experience managing global or multilingual operations.
- Experience recovering challenging client relationships.
- Experience working with major technology, entertainment, gaming, digital or subscription-based businesses.
The Ideal Candidate The successful candidate will be a
hands-on operational leader and builder who is comfortable moving between strategy and execution.
You will be someone who:
- Gets into the detail rather than simply managing from a high level.
- Takes ownership of problems and drives them through to resolution.
- Naturally asks what is happening, why it is happening, what the data tells us and what needs to be done next.
- Can move confidently between senior stakeholder discussions and detailed operational reviews.
- Understands that strong operational leadership requires both people leadership and numerical discipline.
- Is comfortable operating in environments where structures, processes and ways of working are still evolving.
- Builds confidence through accountability, transparency and consistent delivery.
- Can influence stakeholders while remaining focused on operational outcomes.
Why Join Us? This is an opportunity to play a key leadership role in a
high-profile global operation, working as part of the Delivery Leadership Team and helping shape how the operation evolves and scales.
The role offers significant exposure to complex operational challenges, enterprise client management, global delivery and operational transformation
Success in This Role Success will be measured by your ability to:
- Deliver consistent operational and client outcomes.
- Build scalable and effective operational structures.
- Improve performance through data-driven decision-making.
- Maintain strong control of WFM, productivity, quality and service delivery.
- Successfully launch, scale, stabilise or transform operations.
- Build strong relationships and credibility with senior client stakeholders.
- Develop high-performing operational leadership teams.
- Identify problems early, take ownership and deliver sustainable solutions.
Work Schedule: Must be amenable to work in shifting schedule (PH Mornings & Night)
Work Setup: Hybrid, must be able to visit Makati office at least 10x / month
Note: As part of our recruitment process, we conduct a background check on all hired candidates. Please ensure that all required documents are prepared and submitted promptly.
In compliance to data privacy law, make sure that the following is included at all times:
By clicking on the "I'm Interested" button I hereby allow Outsourced Quality Assured Services, Inc. ("Outsourced") to store and collect my personal information for the purposes of employment application. As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only.
