Site Operations Manager - On Site

Location: Cebu, Central Visayas, Philippines
Work Arrangement: On-Site Only

Job Summary:
We are looking for a dynamic and results-driven Operations Site Manager to lead and manage our Cebu site. This role will oversee day-to-day operations, ensuring efficiency and high performance across all departments. You will also play a key role in preparing for client visits and ensuring our facilities meet operational standards. The ideal candidate will be passionate about fostering an excellent employee experience (EX) while ensuring seamless client support.

Key Responsibilities:
• Oversee daily operations, ensuring smooth workflow and meeting client and performance targets.
• Partner with the IT & Facilities team to maintain a safe and positive work environment.
• Collaborate with the Sr. Operations Manager to drive operational strategies that meet client needs.
• Ensure all facilities and operational processes are prepared for client visits.
• Monitor KPIs, identify inefficiencies, and implement improvements to optimize site operations.
• Lead, mentor, and manage site operational staff to achieve high performance and team cohesion.
• Work closely with the Client Services Manager (CSM) to ensure alignment with client expectations.
• Regularly report site performance and operational updates to the Sr. Operations Manager and COO.
• Ensure compliance with company policies and local regulations.
• Foster a collaborative and positive site culture that promotes both employee and client satisfaction.

Required Skills:
• Proven experience in operations management or site management in a BPO or call center environment.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Proven ability to implement operational improvements and manage performance metrics.
• Ability to work cross-functionally with other departments.
• Experience managing client-facing interactions and ensuring client satisfaction.
• Detail-oriented with strong organizational and problem-solving skills.
• Proficiency in using operational management tools and software.

Desired Skills:
• Previous experience in Facilities Management is a plus.
• Familiarity with BPO-specific KPIs and metrics.
• Experience in managing large teams and multiple departments.
• Knowledge of industry best practices for site operations and client support.

About the Company:
Ethos Support is a recognized global business process outsourcing (BPO) organization that goes beyond the conventional, delivering exceptional value and specializing in Customer Support, Tech Support, Customer Success, and Back Office Support. Known as the world's most flexible BPO, Ethos Support is committed to aiding businesses in simplifying their Customer Experience (CX) processes and achieving faster scalability.

Our comprehensive approach includes taking charge of our clients’ new support team's training and onboarding process, freeing up their resources, and accelerating their business growth. Whether starting from scratch or looking to enhance an existing process, partnering with Ethos Support will streamline our clients’ CX operations and provide superior support to their customers.

We put people first, fostering a healthy, supportive work environment that reduces churn rates and boosts performance metrics. Our inclusive support solutions and training programs ensure our clients’ new support team acquires the skills and knowledge to deliver outstanding service and contribute to their rapid business growth. For more information, please visit our website: www.ethossupport.com.

Why Work With Us?:
At Ethos Support we offer more than just a job — we offer a place where you can grow and make a meaningful impact. Here's why you should join us:
• Innovative Work Environment: We thrive on creativity, collaboration, and innovation.
• Employee Growth: We invest in your development through training, mentoring, and opportunities for advancement.
• Work-Life Balance: We understand the importance of balancing your personal and professional life.
• Inclusive Culture: We embrace diversity and encourage a supportive, inclusive atmosphere.
• Competitive Compensation: We offer a salary package that is competitive with or above market standards, based on your
experience and skills.