Job description
Satellite Office partners with some of the world’s leading brands to build high-performing offshore teams based in the Philippines. Our people work across diverse industries, delivering outstanding customer experiences while sustaining efficiency and quality. We are seeking a results-driven Performance Manager to join our Manila-based team in Santa Ana.
As the Performance Manager, you will own the end-to-end performance lifecycle for our offshore delivery teams. You will define and track key performance indicators (KPIs), establish data-driven targets, and translate insights into actionable plans that improve service levels, quality, and productivity. This role requires strong analytical capabilities, hands-on leadership, and the ability to influence stakeholders across operations, client teams, and partner vendors.
You will lead the design and implementation of dashboards and reporting, conduct root-cause analyses, and guide teams through process improvements and change initiatives. Collaborating closely with Workforce Management, Quality Assurance, Training, and Client Success, you will ensure targets are met while maintaining a customer-centric approach. The ideal candidate thrives in a fast-paced outsourcing environment and has a proven track record of delivering measurable performance improvements.
Responsibility
- Define, monitor, and optimize KPIs for offshore delivery teams (e.g., SLA attainment, AHT, CSAT, FCR, quality scores).
- Lead root cause analyses to identify performance gaps and implement data-driven corrective actions.
- Develop and maintain performance dashboards and executive-level reports for leadership and clients.
- Partner with Workforce Management to align staffing plans with demand forecasts and service level targets.
- Champion continuous improvement initiatives, including process optimization and targeted training programs.
- Collaborate with Operations, Quality Assurance, Training, IT, and Client Success to drive change management and adoption.
- Coach and mentor team leads and supervisors to elevate performance, coaching quality, and career development.
- Lead quarterly performance reviews, recognition programs, and accountability processes to sustain high results.
Qualification
- Bachelor’s degree in business, operations, analytics, or a related field.
- 5+ years of performance management or analytics experience in BPO or call center outsourcing.
- Strong data analysis skills with proficiency in Excel; experience with BI tools (Power BI, Tableau) and SQL is a plus.
- Proven track record of delivering measurable improvements in productivity, quality, and customer experience.
- Excellent communication, presentation, and stakeholder management abilities.
- Leadership experience with the ability to coach and develop teams across functions.
- Familiarity with workforce management, quality assurance, process improvement methods (Lean/Six Sigma), and change management.