Operations Manager

Virtual Staffing Solutions

Skills

Manage daily operations, ensuring proper headcount allocation and task distribution.
Oversee and track task completion across multiple operational buckets and workflows.
Collaborate with Senior Operations Managers and Team Leads to identify gaps, resolve bottlenecks, and improve processes.
Coach, mentor, and provide performance feedback to Team Leads and agents to ensure quality and consistency.
Ensure adherence to SLAs, KPIs, and operational standards.
Monitor performance metrics, including productivity, quality, accuracy, and customer satisfaction, and provide reports to leadership.
Handle operational escalations and implement corrective and preventive action plans.
Maintain accurate documentation of workflows, process updates, performance metrics, and standard operating procedures.

Bachelor's degree in Business Administration, Management, or a related field (preferred).
3 to 5 years of experience in Operations Management or team leadership, preferably within a BPO or shared services environment.
Strong knowledge of workforce management, task allocation, voice and non-voice operations, and multi-bucket operational models.
Proven ability to manage Team Leads and large operational teams.
Excellent leadership, coaching, interpersonal, organizational, analytical, and problem-solving skills.
Strong communication and stakeholder management abilities.
Proficiency in Microsoft Office applications, particularly Excel, Word, and PowerPoint.
Experience using CRM platforms, HRIS systems, ticketing systems, and workflow management tools.
Ability to analyze operational data and translate insights into actionable improvements.
Strong understanding of SLA, KPI, quality, and productivity management.