Operations Manager

Key Responsibilities:

• Performance & SLA Management: Monitor key performance indicators (KPIs) such as CSAT (Customer Satisfaction), AHT (Average Handle Time), FCR (First Call Resolution), and service level commitments.
• Team Leadership & Development: Lead, coach, and mentor Team Leaders (TLs) and support staff; conduct performance appraisals and career planning.
• Client Communication: Act as the primary operational point of contact for clients; lead regular Business Reviews (WBRs/MBRs) and handle escalations.
• Workforce & Resource Planning: Manage shift rosters, attendance, shrinkage, attrition, and backfill requirements to protect production hours.
• Process Optimization: Identify operational bottlenecks, implement efficiency tools (such as automation or CRM updates), and maintain compliance with company and industry standards.
• Financial & Budget Oversight: Track unit costs, revenue goals, and operational expenses in coordination with site leadership.

Required Qualifications & Skills:

• Education: Bachelor's degree in Business Administration, Operations Management, or a related field (or equivalent experience).
• Experience:
• 3 to 5+ years of total experience in a BPO / contact center environment.
• Minimum 2 to 3 years in a direct operations management or leadership role overseeing multiple teams.
• Language: Fluent and professional verbal and written English communication skills.
• Technical Skills: Proficiency in call center software, dialers, CRM platforms, and workforce management (WFM) tools.
• Core Competencies: Data analysis, problem-solving, stakeholder management, conflict resolution, and high-pressure decision-making.