Outsourcing in the perspective of an operations manager

What does outsourcing look like from an operations manager’s perspective?

From an operations manager’s perspective, outsourcing is a people-first business that runs on training, clear targets, and steady client support rather than just low costs.

• Operations managers build and guide the teams that keep client campaigns running every day.
• They see first-hand how outsourcing stays strong even when the wider economy slows down.
• Cities like Davao show that skilled staff and a safe, stable base matter as much as price.

We often hear about the advantages of outsourcing from executives or from the clients themselves. It is rare that we get to hear the view of someone from upper management, the operations manager. So this piece shares that angle.

Michael Mogan, operations manager at SixEleven BPO, recently talked with Outsource Accelerator Founder and CEO Derek Gallimore at the Outsource Accelerator Podcast. In the episode, Michael and Derek discussed outsourcing in Davao, Michael’s own experience, and his current projects.

Outsourcing and SixEleven

Michael has worked in outsourcing for twelve years. So it is safe to say he knows almost all there is to know about the industry. First, he started as an agent, a role that lasted for two years.

From there, he made his way up to supervisor, then assistant manager, and finally operations manager. He began his career in Manila. Later, he moved home to Davao, where SixEleven hired him.

It may be hard to believe, but outsourcing is a countercyclical industry. As a result, clients keep coming even when times are tough. For example, one account Michael has handled is an e-commerce firm called ejam. This shows how demand for outsourcing services can hold firm through a downturn.

Michael said that while some clients chose to close campaigns or cut staff, the workers affected were not left behind. Instead, they were moved and assigned to other accounts. So it became a win-win for everyone involved.

He did not share exact prices. Still, he is sure that services cost less in Davao. He also took pride in SixEleven offering team leaders, operations managers, recruitment, and staffing at no extra charge. This mix of talent and support is a big part of modern recruitment process outsourcing.

In addition, the firm gives agents two weeks of free training. With 24/7 customer support on top, clients get strong value for their spend. This kind of round-the-clock cover is common across call center outsourcing teams.

Davao City as an outsourcing destination

Cheaper labor is not the only reason clients should try outsourcing in Davao City. The city brings other real strengths too.

Michael noted that Davao ranks among the safest cities in Asia, thanks to the discipline of its people. He is also proud that the team “can accommodate almost all kinds of jobs coming from our clients.” For context, SixEleven has built up more than 15 years of experience. So that track record speaks for itself.

Meanwhile, internet capability in the city keeps improving. As a result, teams can run complex, data-heavy accounts with confidence. These are many of the same reasons buyers keep outsourcing to the Philippines in the first place.

For many buyers, this stability is the real draw. First, a safe city helps keep staff turnover low. Next, steady power and internet keep service running without gaps. In addition, a deep local talent pool makes it easier to hire and grow. As a result, clients can plan for the long term with more confidence. So the choice of city is about far more than cost alone. In the end, it shapes the quality of the whole operation. This is the kind of detail an operations manager watches closely every day.

Why the operations manager view matters for buyers

The operations manager sits between the client and the front line. Because of this, they see what truly drives results. First, they watch how well agents are trained. Next, they track quality and turnaround every single day.

So when you pick a partner, ask about the operations layer, not just the price. For example, ask how teams are coached and how issues are fixed fast. These are the signals that separate strong providers from weak ones. They are also among the clearest reasons to outsource to the Philippines.

To learn more about SixEleven, feel free to visit their website today.

Frequently asked questions

What does an operations manager do in a BPO?

An operations manager runs the daily work of client accounts. They lead supervisors and agents, set targets, and keep quality high. In short, they turn a client’s plan into steady, day-to-day output.

Why is outsourcing called a countercyclical industry?

Demand often holds up, or even grows, when the wider economy slows. That is because firms look to cut costs and stay lean. As a result, they move more work to trusted partners during hard times.

Is Davao a good place to outsource?

Yes. Davao offers skilled staff, lower costs, and a safe, stable base. On top of that, its internet and infrastructure keep improving. So it suits many kinds of outsourced work.

What services does SixEleven offer?

SixEleven provides agents, team leaders, operations managers, recruitment, and staffing. It also gives two weeks of free training and 24/7 support. So clients get a full team, not just seats.

How do I choose the right outsourcing partner?

Look past the price alone. First, check how the provider trains and coaches its people. Next, ask about quality checks and how fast they solve problems. Those answers tell you how the operation really runs.