Operations Manager – Customer Support (Immediate Joiner)

About the role

iOPEX Technologies Philippines Inc. is seeking an experienced Operations Manager to lead its Customer Support operations in Bonifacio Global City, Taguig. This full‑time, on‑site position focuses on delivering high‑quality service, meeting client metrics, and driving operational efficiency.

Key responsibilities

• Oversee voice and non‑voice customer service accounts, ensuring service level and financial targets are met.
• Conduct weekly meetings with operations staff to address business issues.
• Prepare and submit weekly operations reports to the client.
• Set operational goals, develop strategies, and monitor performance against client metrics.
• Gather, review, and analyse data from team leads and workforce management to maintain quality, efficiency, and productivity standards.
• Manage budgeting, financial planning, and manpower planning for the contact centre.

Required profile

• Minimum 10 years of management experience in a BPO contact‑center environment.
• At least 2–3 years in an Assistant Manager or Manager role handling CSR/TSR campaigns.
• Proven ability to manage multiple lines of business and lead large teams.
• Willingness to work night shifts and adhere to an on‑site schedule in Taguig.

Required skills

• Experience with Workforce Management (WFM) systems and call‑center technologies.
• Strong budgeting and financial planning capabilities.
• Advanced data analysis and reporting skills.
• Excellent planning, forecasting, and problem‑solving abilities.