BPO Service Delivery Manager

Discover your 100% YOU with MicroSourcing!

Position: BPO Service Delivery Manager

Location: 1880 Eastwood Ave Quezon City

Work setup & shift: Onsite | NightShift

Why join MicroSourcing?

Youll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.
  
  

Job Summary

The BPO Service Delivery Manager plays a key support role in overseeing the day-to-day operations of the service delivery team. This role focuses on process optimization, team leadership, and service performance tracking. The successful candidate will help manage operational performance, drive continuous improvement initiatives, and ensure high-quality service delivery that aligns with Point Digital’s business goals.

Key Responsibilities

• Overseeing BPO team operations, including performance metrics, quality assurance, and staffing.
• Collaborate with operations leaders and client stakeholders to understand workflows and implement process improvements.
• Take on people management responsibilities such as coaching, mentoring, performance reviews, and escalation handling.
• Monitor KPIs, SLAs, and CSAT scores; recommend data-driven decisions to optimize performance.
• Participate in onboarding, training, and team development plans.
• Conduct root cause analysis on performance dips and propose solutions.
• Act as a secondary point of contact for client communication, representing team updates and progress.
• Assist in driving a customer-centric culture across the BPO teams through clear direction and consistent feedback.
• Manager of Managers Experience: Manage Team leads or supervisors, and not just individual contributors
  
  

Required Qualifications

• At least 5–7 years of experience in BPO operations, including 2–3 years in a leadership or assistant managerial role.
• Proven success in people management, process analysis, and operational improvement.
• Excellent communication, analytical, and stakeholder management skills.
• Strong organizational and planning abilities; can manage multiple priorities under tight timelines.
• Experience working with or supporting fintech, mortgage, or consumer finance clients is highly desirable.
• Familiarity with service delivery metrics (SLAs, KPIs, CSAT) and improvement methodologies (Lean/Six Sigma is a plus).
• Bachelor’s degree in Business, Management, or related field preferred.
• Should have experience managing team leads or supervisors, not just individual contributors.
• Strong analytical skillset: experience with interpreting complex data sets, identifying trends, and driving operational or strategic insights.
  
  

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our companys strength lies in our peoples diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – its our commitment. Our way of life. Here, we dont just accept your unique authentic self - we celebrate it, valuing every individuals contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

• Terms & conditions apply
  
  

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