Operations Manager

Overview We are seeking a results-driven Operations Manager to oversee daily service delivery, team performance, and client satisfaction across our BPO operations.

You will lead a team of Team Leaders and customer service/back-office agents to ensure Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and quality standards are consistently met or exceeded while maintaining operational efficiency and cost control. Qualifications Experience: 5+ years in a BPO/contact center environment, with at least 2+ years directly managing Team Leaders.

Education: Bachelor’s degree in Business Administration or a related field (or equivalent operational experience). Technical Proficiency: Strong command of CRM platforms, ACD/telephony systems, WFM tools, and data analysis software (Excel/Google Sheets). Core Competencies: Exceptional analytical, conflict-resolution, and executive communication skills.

Availability: Flexibility to work rotational shifts, weekends, or holidays aligned with client operational hours. Responsibilities Operations & Metrics Management Manage daily end-to-end floor operations (voice, chat, email, or back-office) to consistently achieve core metrics including SLA, AHT, FCR, CSAT, and NPS.

Partner with Workforce Management (WFM) to ensure accurate scheduling, staffing optimization, and adherence to volume forecasts. People Leadership Direct, coach, and develop a team of Supervisors/Team Leaders to foster a high-performance culture. Collaborate with HR and Training to manage attrition, drive employee engagement, and streamline onboarding and continuous upskilling.

Client Relations & Strategy Serve as the primary operational contact for client stakeholders, leading regular performance reviews (WBRs, MBRs, QBRs). Translate evolving client business objectives into actionable floor execution plans and proactively escalate potential risks.

Process Improvement & Profitability Identify operational bottlenecks and implement continuous improvement initiatives (e.g., Lean, Six Sigma) to enhance productivity. Oversee account budgets, control overtime costs, and ensure strict adherence to internal SOPs and data security standards (e.g., ISO 27001, PCI-DSS).