The Operations Manager is responsible for overseeing daily operations, ensuring service delivery excellence, and driving performance across teams. This role manages team leaders and front-line staff to achieve client KPIs, operational efficiency, and high levels of customer satisfaction. The Operations Manager works closely with cross-functional teams such as Quality, Training, Workforce, and HR to ensure consistent performance and continuous improvement.
Key Responsibilities
- Manage day-to-day operations and ensure teams meet client SLAs, KPIs, and productivity targets.
- Lead, coach, and develop Team Leaders and supervisors to drive performance and engagement.
- Monitor operational metrics such as CSAT, quality, productivity, adherence, and turnaround time.
- Conduct regular performance reviews and coaching sessions to improve team performance.
- Identify operational gaps and implement process improvements and corrective action plans.
- Partner with Quality, Training, Workforce Management, and HR to support operational goals.
- Ensure compliance with company policies, client requirements, and regulatory standards.
- Prepare and present operational reports, performance updates, and business reviews.
Skills, Knowledge & Expertise
- Bachelor's degree in Business Administration, Management, or related field (preferred).
- 58 years of operations experience, preferably in a BPO or service delivery environment.
- 23 years of leadership experience managing supervisors or team leaders.
- Strong knowledge of operational metrics, performance management, and service delivery.
- Excellent communication, leadership, and problem-solving skills.
- Ability to work in a fast-paced, performance-driven environment.
