Operations Manager – Voice Operations – Manila, Philippines

Are you searching for operations manager jobs in Metro Manila or senior voice operations leadership roles in Manila, Philippines? Fusion CX is hiring an experienced Operations Manager – Voice Operations to lead high-impact inbound and outbound voice programs for a large-scale customer retention and service support process. This work-from-office (WFO) role is designed for leaders who can drive SLA performance, people excellence, and stakeholder confidence in a fast-paced contact center environment.

Job Description:

About the Role
As an Operations Manager – Voice Operations, you will own end-to-end voice operations, leading large teams and multiple stakeholders while ensuring service level excellence, compliance, and customer retention outcomes. You will translate business expectations into operational results, build strong leadership layers, and continuously improve efficiency, quality, and customer experience.

Key Responsibilities

Operational Management

• Manage daily inbound and outbound voice operations, ensuring adherence to SLAs including AHT, ASA, Service Level, CSAT, FCR, and QA scores
• Monitor call queues, real-time performance, staffing levels, and escalations
• Implement and refine SOPs, workflows, and process improvements to enhance productivity and efficiency
• Ensure compliance with security, data protection, and operational guidelines

Team Leadership & People Management

• Lead, mentor, and develop Team Leaders, SMEs, and frontline agents
• Conduct regular coaching sessions, performance reviews, and leadership calibrations
• Drive engagement, morale, succession planning, and leadership capability building
• Foster a performance-driven, customer-centric culture aligned with Fusion CX values

Client & Stakeholder Management

• Act as the primary point of contact for stakeholders on voice operations performance
• Participate in weekly and monthly governance calls, business reviews, and calibrations
• Present performance insights, trends, risks, and corrective action plans clearly and confidently

Quality & Customer Experience

• Drive adherence to QA standards and call handling guidelines
• Analyze call drivers, customer pain points, sentiment trends, and retention indicators
• Partner with QA, Training, and WFM teams to strengthen customer experience and service outcomes

Workforce & Performance Management

• Collaborate with Workforce Management on forecasting, scheduling, shrinkage, and headcount optimization
• Monitor dashboards and initiate performance improvement plans (PIPs) when required
• Identify root causes of performance gaps and implement corrective actions

Change & Risk Management

• Lead transitions, new launches, and operational changes with minimal disruption
• Identify operational risks proactively and implement mitigation strategies

Responsibilities may evolve in response to changing business requirements.

Job Requirements:

Education

• Bachelor’s degree (completed tertiary education)
• Postgraduate qualification, such as an MB,A is preferred

Experience & Skills

•  5–8 years of experience in contact center or BPO operations
• Minimum 3 years in voice operations management
• Proven experience managing mid to large teams (100+ FTE preferred)
• Strong knowledge of inbound and outbound voice operations
• Familiarity with dialers, call routing platforms, CRM systems, and WFM tools
• Strong analytical, decision-making, and stakeholder management skills
• Excellent written and verbal communication skills
• Customer-centric mindset with strong problem-solving ability

Key Performance Indicators (KPIs)

• SLA compliance (AHT, Service Level, ASA, Abandon Rate)
• CSAT / NPS
• Quality scores
• Productivity and occupancy
• Attrition rate
• Stakeholder satisfaction and governance scores

Work Mode

• Work From Office (WFO)
• Manila, Philippines

Why Join Fusion CX?

Join us at Fusion CX in Manila, Philippines, as an Operations Manager and grow with a global company with operations across continents.

• Lead high-visibility voice operations supporting customer retention and service excellence
• Influence large-scale operations, people strategy, and performance outcomes
• Work in a structured, metrics-driven CX environment with strong governance
• Collaborate with experienced leaders across operations, quality, training, and workforce
• Build a long-term leadership career in a growth-focused CX organization

If you are exploring operations manager jobs in Manila BPOs or call centres, or voice operations manager positions in Metro Manila, this role at Fusion CX offers scale, ownership, and measurable impact.