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).