General Manager - BPO Delivery Center

Discover your 100% YOU with MicroSourcing!

Position: General Manager

Location: Libis, Quezon City

Work setup & shift: Remote | Night Shift

Why join MicroSourcing?

You'll 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.
  
  

Your Role

As a General Manager, you will:

We are seeking a highly experienced General Manager to establish and lead a new BPO Delivery Center in the Philippines. This role is responsible for building the center from the ground up, hiring and scaling operations to 500+ agents, and ensuring operational excellence, client satisfaction, and financial success. The ideal candidate will have a strong background in BPO operations, process optimization, workforce management, and client relations, with experience leading high-growth service delivery operations.

Key Responsibilities

Business Setup & Expansion (Aligned with BOT Plans for the Next 9-12 Months):

• Lead the full setup of the delivery center, including facility selection, infrastructure installation, and workforce recruitment.
• Develop a scalable operational model to ensure efficiency as the center expands.
• Establish key processes, tools, and performance metrics to drive business success.
• Ensure compliance with local labor laws, industry regulations, and company policies.
  
  

Operational Leadership & Performance Management:

• Oversee daily operations to ensure service delivery consistently meets or exceeds client SLAs.
• Implement industry-leading BPO processes, technologies, and automation to optimize performance.
• Foster a high-performance culture by setting clear objectives and KPIs.
• Maintain cost-effective operations while upholding quality standards and customer satisfaction.
  
  

Talent Acquisition & Leadership Development:

• Hire, train, and mentor top-tier talent, from frontline agents to senior leadership teams.
• Build a robust management team capable of scaling operations and driving performance.
• Cultivate an engaging work environment that promotes employee retention and development.
• Implement leadership development and succession planning strategies.
  
  

Client & Stakeholder Management:

• Serve as the primary liaison between the delivery center, clients, and corporate leadership.
• Ensure exceptional client satisfaction through excellent service delivery and proactive issue resolution.
• Collaborate with sales and business development teams to support client acquisition and expansion.
• Create executive-level reports and presentations on operational performance.
  
  

Financial & P&L Management

• Manage the center’s P&L, driving revenue growth, cost efficiency, and profitability.
• Identify opportunities for cost savings and operational improvements.
• Partner with finance teams to manage budgets, forecasts, and financial planning.
  
  

Technology & Process Innovation

• Leverage AI, automation, and digital transformation to enhance operational efficiency.
• Stay ahead of industry trends to maintain a competitive edge and innovation.
• Implement continuous improvement initiatives to optimize service delivery and client satisfaction
  
  

What You Need

Non-negotiables

• Experience working with global clients in industries such as finance, healthcare, ecommerce, or telecom.
• 10+ years of experience in BPO operations, with at least 5 years in a leadership role.
• Proven experience in setting up and scaling BPO delivery centers in the Philippines.
• Strong knowledge of BPO operations, workforce planning, and service delivery models.
• Hands-on experience in managing client relationships, SLAs, and performance KPIs.
• Expertise in P&L management, financial planning, and cost control.
• Strong understanding of Philippine labor laws and compliance requirements.
• Ability to drive culture, engagement, and talent development in a high-growth environment.
• Excellent communication, negotiation, and problem-solving skills.
• Experience with multichannel or omnichannel customer support operations.
• Exposure to AI-driven automation, workforce management tools, and BPO technology solutions.
  
  

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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 company's strength lies in our people's 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 - it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's 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