Optimal Offshore
S1 // Site buildOffshore Setup & Expansion
It's almost never the people. It's the setup — a team dropped in and hoped for, with no plan and no gates.
Explore the system →▸ KPO delivery // Operations accountability
Offshore operations, held to the number.
A KPO delivery team built by BPO operators. We stand up, recover, and scale customer and back-office operations that stay in SLA — and prove it on a dashboard you can see.
Operating scorecardLIVE
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In-SLA delivery
// Representative targets — every engagement is baselined to your own KPIs on day one.
HEALTHCARETELECOMFINANCIAL SERVICESTECH SUPPORTTRAVELLOGISTICSDIGITAL PLATFORMS
▸ The problem
Outsourcing usually means handing your customers to a vendor and hoping the QBR looks good. Programs drift out of SLA, reporting becomes a black box — and by the time the numbers surface, the damage is done.
▸ How we work instead
Operational leadership, KPI-driven performance management and customer-experience discipline in one measured operation — with the metrics visible the whole way.
01 ▸ Business operations solutions
Nine ways we take work off your floor.
S1 // Site build
S2 // SLA recovery · flagshipProgram Recovery & Optimization
Most turnarounds buy you one good week. Ours holds after the war-room leaves — because we fix the driver, then lock the gain.
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S3 // CoverageHR & Workforce Strategy
Recruitment, ramp, retention and shift design built around your volume curve — not a generic staffing template.
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S4 // OmnichannelMultichannel Customer Support
Voice, chat, email and back-office support run as one operation across every channel your customers use — scored to the same standard, on the same scorecard.
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S5 // Clinical · techTechnical & Healthcare Ops
Healthcare and technical operations handled by operators with real clinical and technical backgrounds — including licensed RN leadership on every healthcare account.
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S6 // ReportingData Analysis & Reporting
Live dashboards and the analyst layer behind them — so every staffing and coverage decision is made on evidence, not memory.
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S7 // ResearchResearch & Insights
Structured research, QA sampling and voice-of-customer analysis that explains the movement behind every metric — verified, sourced, and ready to act on.
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S8 // SOP libraryProcess Documentation & SOPs
Every workflow captured as a clear, auditable SOP — so performance survives attrition and scales cleanly instead of living in one person's head.
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S9 // GrowthSales & Lead Generation
Outbound prospecting, LinkedIn sourcing and appointment setting run as a measured pipeline — led by operators who have carried sales targets and opened new markets.
Explore the system →▸ Not sure which fits?
Tell us the problem — we'll bring the service line and the pilot.
Book a pilot →02 ▸ How engagements work
Every engagement starts with a pilot — small, low-risk, and measured.
01
Pilot
A small, low-risk placement so you can see exactly how we manage performance before committing anything to scale.
02
Measure
We baseline your KPIs and report against them from day one — no black box, no surprises at the quarterly review.
03
Scale
Once the numbers hold, we grow the team on a plan built around your volume curve — not ours.
03 ▸ Why us
Why teams choose us over a generic vendor.
Most outsourcers sell seats. We sell a number you can watch — run by operators who have carried the queue themselves, on a scorecard that stays open every day of the engagement.
Client scorecard · 90-day trendLIVE
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01
Operators, not middlemen
Every founder has carried a queue and owned a P&L — you work with the people who actually run the floor.
02
Accountable to SLA
CSAT, AHT, FCR and SLA are written into how we work — and reviewed on a dashboard you can see, any day.
03
Licensed RN leadership
A registered nurse leads healthcare accounts — clinical depth most vendors simply can't put on the floor.
04
Real domain range
Healthcare, telecom, financial services, tech support and logistics — all under one roof.
05
Data-driven by default
Forecasting and real-time analytics sit at the centre of every account — not bolted on later.
06
Pilot-first, low risk
You prove the numbers on a small, measured pilot before a single seat scales.
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Years combined ops leadership
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Core industries served
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In-SLA delivery target
04 ▸ Meet the team
Led by operators who have run the numbers you care about.
Founder · Technology & Operations
Mark Raven Cañete
Operations and automation specialist spanning BPO leadership, web development and business-process automation. Mark builds the technology backbone behind delivery — from AI-powered client tools to internal reporting — so every managed team runs on modern, transparent infrastructure.
Co-Founder · Client Operations
Karl Ian Martin Cañeda
15+ years of operations leadership across healthcare, telecom, financial services and logistics, including roles at Sagility, Tech Mahindra and Fusion BPO. Karl builds high-performing teams, closes performance gaps through structured coaching, and runs multi-account operations that hit SLA and financial targets at once.
Co-Founder · Healthcare Operations
Rizzie Lynne Larios
15+ years of contact-centre and healthcare operations leadership, including account management at Optum Global Solutions and Fusion BPO's US Healthcare division. A licensed Registered Nurse by training — a rare pairing of clinical depth and operations expertise on every healthcare account.
Co-Founder · Workforce Management
Lynlee Gesoro
Workforce specialist with hands-on experience in real-time analytics, demand forecasting and resource scheduling at Teleperformance and Tech Mahindra. Lynlee keeps every account properly staffed and SLA-compliant, turning performance data into proactive coverage decisions.
Co-Founder · Operations & Growth
Karl Ivan David “KID” Cañeda
Strategic operations leader with 13+ years across BPO, healthcare and tech — currently running a major US streaming account at Concentrix, with prior leadership at Tech Mahindra, Foundever and UnitedHealth's Optum. KID pairs LEAN operational rigour with hands-on HR and business-development experience: he drives CSAT, AHT and FCR against contractual SLAs, manages program budgets and attrition, and builds the sales pipelines that open new markets.
Assigned per engagement
Your account lead
Every pilot gets a named operations lead accountable for your scorecard — a single point of ownership from day one through scale.
05 ▸ Mission & principles
Performance accountability, customer first.
Our mandate is simple: deliver high-quality, scalable operations for global clients — and keep improving them with the data in front of us.
1.
Provide high-quality, scalable service operations for global clients.
2.
Improve customer satisfaction and operational efficiency together.
3.
Operate with performance accountability and customer-first service.
4.
Continuously optimise processes through data-driven decisions.
▸ Core values
Business Excellence
A relentless focus on SLA, quality and measurable outcomes on every account we run.
Integrity
Transparent reporting and honest numbers — even the hard ones. No black boxes, ever.
Innovation
Automation, AI tooling and live analytics built into delivery — not bolted on after.
▸ Get started
Your pilot starts with a conversation.
Tell us the program you're worried about. We'll come back with how a low-risk pilot would work, and the exact metrics we'd hold ourselves to.
hello@optimaloffshoresolutions.comBohol, Philippines · Serving US & APAC// We reply within one business day. No spam, ever.