Work Services Manager

The Services Manager is responsible for overseeing day-to-day BPO operations ensuring service delivery excellence team performance and client satisfaction. This role leads multiple teams and supervisors drives operational efficiency and ensures KPIs SLAs and quality standards are consistently met.

Key Responsibilities

• Manage and lead a team of Team Leaders and frontline agents across assigned accounts or programs
• Ensure achievement of operational KPIs including productivity quality attendance AHT CSAT and SLA compliance
• Develop implement and optimize operational processes to improve efficiency and performance
• Partner with Quality Training Workforce Management and HR to address performance gaps
• Conduct regular performance reviews coaching sessions and talent development plans for direct reports
• Handle client communications operational reviews and performance reporting as required
• Monitor real-time operations and take corrective actions to address service level risks
• Drive employee engagement retention and a positive team culture
• Ensure compliance with company policies data privacy and security standards
• Support business continuity planning and manage escalations effectively

Qualifications & Experience

• Bachelors degree in Business Administration Management or a related field (preferred)
• Minimum of 57 years BPO experience with at least 23 years in an Operations Manager or similar leadership role
• Proven experience managing large teams (10 FTEs) across voice non-voice or blended accounts
• Strong understanding of BPO metrics workforce management and performance analytics
• Experience working with international clients (US AU UK or similar markets)
• Excellent leadership communication and stakeholder management skills

Skills & Competencies

• People management and coaching
• Data-driven decision making
• Client relationship management
• Process improvement and problem-solving
• Strong written and verbal English communication
• Proficiency in MS Office Google Workspace and BPO reporting tools

Work Schedule

• Willing to work shifting schedules night shifts weekends and holidays as required by the account

What We Offer

• Competitive salary and performance-based incentives
• HMO coverage (including dependents if applicable)
• Paid time off and Philippine government-mandated benefits
• Career growth opportunities within a growing BPO organization

Benefits

• Career growth opportunities in a diverse and supportive work environment.
• Competitive Salary Package
• Prime office location in Ortigas (Easy access to MRT stations restaurants and banks)
• Hybrid Working Arrangement (2 days WFH)
• HMO coverage with free dependent upon hire
• Free 24/7 access to our office gyms (Ortigas and Makati)
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Plus additional benefits

About Us

From the day we opened our doors MRI Software has built flexible game-changing real estate software that powers thriving communities and helps make the world a better place to live work and play. Fulfilling that mission is only possible because of one thing: exceptional people. People like you!

Our people-first approach to PropTech is defining a new industry standard for client experiences that quite frankly cant be duplicated. Experiences that deliver real value every day. And we know those experiences begin with our people.

We believe MRI is more than just a workplace; its a connected community of people who truly feel they belong. Whether were investing in employee resource groups or providing tailored resources for each person to reach their full potential were passionate about creating a work environment that makes you excited to show up every single day.

At MRI one of our core values is to strive to amaze. From the intelligent solutions we create to the culture we cultivate thats our goal every day. Because thats what industry leaders do. Whether youre joining as a new Pride member or rejoining us after a short time away your talent is vital to us our partners and our clients.

Amazing growth requires amazing employees. Are you up to the challenge

We know confidence gap and imposter syndrome can get in the way of meeting remarkable candidates so please dont hesitate to apply. Wed love to hear from you!

MRI is proud to be an inclusive employer. We welcome and celebrate diversity across all backgrounds including ethnicity religion sexual orientation gender identity disability age military veteran status and more.

We believe that Belonging is a direct result of Diversity Equity and Inclusion. Those values are woven into the fabric of who we are and are foundational to our continued success. Come and see for yourself!