The Operations Manager is responsible for overseeing the day-to-day operations of assigned accounts, ensuring delivery of client and internal performance metrics while maintaining operational efficiency and financial performance.
This role manages service delivery, staffing, productivity, and cost management while serving as a key point of contact for client stakeholders. The Operations Manager also analyzes operational data to identify improvement opportunities, develops action plans, and leads initiatives that drive performance, employee engagement, and business growth.
1. Client Performance & Service Delivery
- Ensure the account consistently meets or exceeds client performance metrics and service level agreements.
- Monitor key client scorecard metrics such as:
- Quality
- Adherence
- Turnaround Time
- Throughput
- Other client-defined KPIs
- Analyze reports, call volume trends, and arrival patterns to ensure adequate staffing and service level achievement.
- Conduct Focus Group Discussions (FGDs) to gather employee feedback and identify operational concerns or improvement opportunities.
- Provide regular performance updates to clients and internal stakeholders.
2. Operational & Financial Management
- Manage operational performance to meet internal production, cost, and financial targets.
- Monitor and ensure compliance with internal operational metrics including:
- Manpower Utilization (Productivity)
- Attrition
- Production Hours
- Other operational KPIs
- Forecast account revenue and operational expenses to support revenue and EBIT goals.
- Analyze productivity reports including produced hours versus paid hours.
- Monitor and analyze operational costs including direct and indirect costs.
- Ensure operational strategies support overall financial performance.
3. Client Communication & Stakeholder Management
- Serve as the primary operational point of contact for Vendor Management Offices and client stakeholders in the US.
- Organize and participate in conference calls and operational meetings.
- Maintain active communication through email, chat, and other communication channels.
- Manage operational escalations and ensure timely resolution.
- Provide performance updates, insights, and recommendations to clients.
4. Performance Analysis & Continuous Improvement
- Analyze operational results and identify performance gaps or opportunities.
- Develop and implement action plans to improve operational performance.
- Design and optimize workflow processes to increase efficiency.
- Present operational concerns, improvement initiatives, and recommendations to leadership during management meetings.
5. Talent Development & Leadership
- Identify and develop high-potential employees and future leaders.
- Provide ongoing coaching, mentoring, and performance feedback.
- Identify training needs and recommend development programs.
- Address leadership capability gaps through structured development plans.
6. Team & Personnel Management
- Lead regular team meetings and ensure clear communication across the department.
- Organize agendas and follow up on action items from operational meetings.
- Forecast staffing and training requirements to meet FTE needs.
- Develop initiatives that enhance employee motivation, engagement, and workplace culture.
- Foster collaboration and effective communication across teams to drive performance.
Qualifications
- Bachelor's Degree in Business Administration, Management, or related field.
- Minimum 6 years of experience in Call Center Operations or BPO Production.
- At least 4 years of experience in a Supervisory or Managerial role.
- Strong analytical and reporting skills.
- Experience managing operational metrics and service delivery KPIs.
- Strong leadership, coaching, and people management skills.
- Excellent communication and stakeholder management abilities.
About the company
At Qualfon, we are focused on delivering engaging interactions and positive experiences that leave a lasting impression. When you work here, you have the power to make each person's life better. Our Qualfon Mission is to help as many people as possible pursue their total vocation - as individuals and as members of society - by creating an ever-growing number of job opportunities as we strive to become the partner of choice for our clients.
