Operations Manager

About the Job: Reporting directly to the Director of Operations, the Operations Manager will be empowered to lead, inspire, and develop high-performing teams while driving operational excellence, building strong client partnerships, and creating meaningful impact across our campaigns. What You'll Do: 1. Lead the daily operations of your client accounts/campaigns, ensuring strict adherence to service level agreements (SLAs) and achievement of performance and quality metrics. 2. Develop and implement strategies to optimize operational efficiency, including workforce planning, staffing, and scheduling. 3. Monitor and analyze key performance indicators (KPIs) to identify trends, areas for improvement, and opportunities for cost reduction. 4. Collaborate with cross-functional teams to implement process improvements and drive operational excellence. 5. Provide leadership and guidance to a team of customer support personnel, supervisors, and support staff, including coaching, mentoring, and motivating Team Leads to achieve their goals. 6. Conduct regular performance evaluations, provide constructive feedback, and develop action plans to support the professional growth of team members. 7. Foster a positive and inclusive work environment that promotes employee engagement and team collaboration. 8. Develop and maintain strong relationships with clients, ensuring their needs are met and exceeded consistently. 9. Prepare and deliver regular reports on operational performance, highlighting achievements, challenges, and areas for improvement. 10. Stay abreast of industry trends, best practices, and emerging technologies to drive continuous improvement initiatives. What You'll Bring: Willingness to work onsite based in Davao City. Ability to work flexible schedules, primarily night shifts. Bachelor’s degree or higher qualification. Fluency in English and good track record supporting US-based Clients. At least 5 years of relevant experience in operations management, with BPO experience being a strong advantage. Demonstrated leadership skills with a track record of successfully managing and inspiring teams. Excellent communication and interpersonal skills. Strong computer proficiency (Microsoft Suite Preferred) and data analysis capabilities. Full-time availability. What we have to offer: A company culture based on our purpose to bring out the untapped potential, creativity, and success in people, partnerships, and brands. A culture built on the mission to develop high-functioning teams by providing an environment of constructive support and inspiration where people grow personally and professionally A market competitive total compensation/rewards package including: Day 1 HMO Competitive pay including incentives and generous allowances Payment of all statutory government benefits 25 days of annual paid leave some days are convertible to cash 13 th month pay Onsite medical support Employee Engagement Events Employee Referral Program Skills, training for personal and professional development A million possibilities are waiting to be ignited. Click "Apply Now"! About FGC+ #SparkSuccess at FGC+! Since 2011, FGC+ has been committed to transforming US businesses through our all-inclusive outsourcing solutions. Through the years, we've built strong remote teams, developed customized processes, and provided exceptional customer service, helping companies soar to new heights. Our dedicated professionals excel in supporting a diverse range of industries with unmatched dedication. Driven by our core values of Empathy, Reliability, Possibility, and Growth, we are focused on #IgnitingPossibility and helping each team member unlock their full potential. At FGC+, we offer more than just a job; we provide a nurturing environment where work-life balance, mentorship, employee engagement, and continuous learning are the pillars of your success. Here, you are more than just an employee —you are part of a team where you can truly thrive and make a difference.