Operations Manager

Detailed Job Description

• Lead and manage day-to-day operations across multiple processes and client accounts.

• Drive and monitor team performance KPIs including SLAs, CSAT, FCR, AHT, and quality metrics.

• Ensure adherence to contractual obligations and compliance standards.

• Collaborate with HR/ER, L&D, and Service Delivery team to manage workforce planning, recruitment, onboarding, and continuous staff development.

• Identify operational inefficiencies and implement continuous improvement initiatives.

• Analyze operational data to derive insights and make data-driven decisions.

• Handle escalations and ensure timely resolution of client and customer issues.

• Work closely with client ops teams to meet regulatory and quality benchmarks.

• Prepare and present needed regular reports to senior leadership and clients.

• Foster a culture of high performance, accountability, and employee engagement.

Qualifications

• at least 3 years in a BPO environment.

• Proven track record of managing teams of 50+ employees, including team leaders and front-line agents.

• Experience with both voice and non-voice (back-office, email, chat) BPO processes is preferred.

• Hands-on experience with performance metrics, workforce management tools, and CRM/ERP platforms.

Technical Skills:

• Proficient in MS Office Suite (Excel, PowerPoint, Outlook).

• Familiarity with BPO tools such as Avaya, Genesys, NICE, or similar platforms.

• Knowledge of process improvement methodologies (Lean, Six Sigma) is not required but is a plus.

Soft Skills:

• Strong leadership and people management skills.

• Excellent communication and interpersonal abilities.

• Problem-solving and conflict resolution skills.