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Operations Manager


  • Develops and builds a culture continuous performance improvement.
  • Co-manages (with client) employees in assigned account or cluster. focusing on time, attendance and task performance.
  • Ensures the optimization of team efforts to deliver client satisfaction on a consistent basis.
  • Studies client business processes for the purpose of enhancing the value of services offered by the company.
  • Determines operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
  • Accomplishes staffing objectives by supporting the recruiting, selecting, orienting, and training process
  • Prepares performance reports by collecting, analyzing, and summarizing data and trends.
  • Conducts and participates in meetings with assigned staff to understand their success requirements.
  • Coaches and counselsí assigned employees, recognizing, awarding and taking disciplinary actions when needed.
  • Reinforces and ensures organizationís compliance with company policies and procedures.
  • Prepares and completes action plans; system audits and analyses; managing quality assurance initiatives.
  • Meets financial objectives by estimating requirements; ensuring invoice accuracy; preparing budgets; scheduling expenditures; analyzing variances.
  • Maintains professional and technical knowledge by tracking emerging trends in BPO operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
  • Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
  • Takes on other assignments needed, including, but not limited to being the primary operational back-up to director.
  • Develops and builds a culture of continuous performance improvement.


  • Team oriented, with Strong and demonstrated operational leadership skills
  • Analytical, detail oriented, with strong financial acumen.
  • Good, detail and experience managing department budgets
  • Ability to manage multiple clients and deliverables simultaneously in a high energetic/fast paced environment.
  • Highly proficient in MS tools and data manipulation
  • Results oriented, with demonstrated collaborative skills and ability to work well within a team
  • Highly organized, with the ability to prioritize, problem solve, plan and prepare budgets
  • Proficiency in Microsoft Office suite required; Salesforce Sales Cloud CRM experience a plus

Screening Criteria

  • Must have stable job history.
  • 2+ years of supervisory, account, or operations management experience, leading a team of 50+and working with multiple clients
  • 3+ years minimum experience in Business Process Outsourcing, with some preferably in a back office setting
  • Highly effective verbal and written communication skills
  • Must have background in accounting or finance (it can be direct work experience or educational background)
Job Category: Management and Support
Job Location: Site/WFH Hybrid

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