Operations Manager

We are seeking an experienced Operations Manager to lead our BPO team, overseeing daily service delivery, process optimization, and overall performance management. In this role, you will be responsible for driving operational excellence, ensuring a high-quality customer experience, and maintaining strict compliance with industry standards.

Responsibilities:

• Direct and oversee daily BPO operations to ensure continuous efficiency, high service quality, and seamless service delivery.
• Track, analyze, and elevate team performance against key operational metrics and client SLAs.
• Identify operational bottlenecks, streamline workflows, and implement best practices to drive productivity.
• Develop and execute strategies aimed at improving customer satisfaction and overall service quality.
• Drive key operational initiatives while ensuring full adherence to industry standards and regulatory compliance.

Requirements:

• Minimum of 2 years in a leadership/managerial role directly overseeing BPO operations.
• Deep understanding of operational processes, customer support operations, and technical support workflows.
• Proven track record in managing teams, optimizing performance metrics, and driving client satisfaction.
• Ability to thrive, make sound decisions, and lead teams effectively in a fast-paced, high-pressure environment.
• Strong attention to detail with an unyielding commitment to service quality and operational excellence.