Job Description
Job Purpose
The Operations Manager is responsible for overseeing day-to-day operations and ensuring efficient, cost-effective, and timely delivery of services in line with quality standards and client requirements. This role drives performance, productivity, and profitability through effective operational strategies while leading Team Leaders and cross-functional stakeholders across multiple lines of business.
Key Responsibilities
- Oversee operations across multiple lines of business (LOBs), managing Team Leaders and operational staff
- Lead and coach Team Leaders to achieve productivity, quality, customer experience, and client KPI targets
- Ensure daily service levels, compliance standards, and performance objectives are consistently met
- Develop team and individual goals and implement action plans to drive results
- Monitor staffing, workforce coverage, and training needs to ensure operational readiness
- Collaborate closely with internal departments, campaigns, and senior management
- Ensure excellent client service through effective issue resolution and continuous improvement initiatives
- Ensure compliance with company policies, procedures, and operational standards
- Support talent development, succession planning, and team capability building
Qualifications
- Proven experience as an Operations Manager or equivalent role
- Strong background in call center operations; IT-related contact center experience preferred
- Demonstrated leadership and people management skills
- Experience in budget planning, forecasting, and performance reporting
- Strong communication, organizational, and decision-making abilities
- Proficient in MS Office and call center operational tools
- Ability to manage multiple priorities in a fast-paced environment
