Job Description

The position is responsible for overseeing day-to-day site operations and serving as the primary on-site representative to ensure alignment between workforce operations and overall business objectives. It drives operational efficiency, service quality, workforce productivity, and compliance with established processes and governance standards. The role leads operational execution, stakeholder coordination, people management, and issue resolution while ensuring consistent delivery of performance targets across assigned sites.

KEY RESPONSIBILITIES 

You will:

• Oversee daily site operations to ensure compliance with operational standards, security protocols, regulatory requirements, and established ways of working.
• Ensure workforce readiness by aligning staffing requirements with operational demand and performance expectations.
• Monitor site productivity, operational KPIs, service levels, and workforce performance to drive operational excellence.
• Identify, escalate, and resolve operational issues, risks, and disruptions that may impact productivity or service delivery.
• Oversee the maintenance, availability, and operational readiness of equipment, tools, and technology required to support operations.
• Coordinate with external partners to ensure facilities, infrastructure, and operational requirements are adequately maintained.
• Manage workforce attendance, scheduling, productivity, performance management, and operational compliance across assigned teams.
• Lead coaching, performance improvement, capability-building, and workforce development initiatives to improve employee effectiveness.
• Conduct regular briefings, alignment meetings, and operational reviews to ensure consistent communication and execution of priorities.
• Serve as the primary escalation point for operational and people-related issues while ensuring timely resolution and reporting.
• Collaborate closely with Operations, HR, Workforce Management, Training, and other stakeholders to support business objectives.
• Prepare operational reports, performance updates, workforce summaries, and recommendations for leadership review.
• Drive continuous improvement initiatives that enhance productivity, quality, operational efficiency, and customer experience.

QUALIFICATIONS & REQUIREMENTS: 

• You must have at least 7 years of relevant experience in operations, site management, workforce management, or a similar leadership role.
• You must have at least 3 years of people management experience, including performance management, coaching, workforce development, and team leadership.
• You must have experience managing site operations, workforce performance, productivity metrics, and service delivery within a BPO, shared services, or operational environment.
• You must have strong stakeholder management and relationship-building skills, with experience coordinating internal teams and external partners.
• You must have strong problem-solving, risk management, and decision-making capabilities.
• You must have excellent verbal and written communication skills in English.
• You must be highly organized and capable of managing multiple operational priorities in a fast-paced environment.
• You must demonstrate strong leadership, accountability, and the ability to drive business results while balancing operational and people priorities.
• You must be adaptable and willing to learn new technologies, tools, and systems, including technology-enabled operational platforms.

Work Schedule: Shifting

Work Setup: Onsite – Clark, Pampanga