Senior Operations Manager

About Us HUKL Consultants OPC is a rapidly growing company committed to providing outstanding customer service and optimizing our operations to stay ahead of the competition. As we continue to expand, we are looking for a Contact Center Manager to lead our customer service operations and support cross‑functional teams as we scale. This role is key to ensuring that our contact center runs smoothly while also enabling operational improvements across the business. Position Overview The Senior Operations Manager will play a pivotal role in overseeing the day‑to‑day operations of the company, driving efficiency, and ensuring that operational goals are met. This position requires a strategic thinker with strong leadership skills who can effectively manage teams, optimize processes, and implement best practices across various functions. The ideal candidate will be a results‑driven leader with the ability to analyze data, solve problems, and improve operational workflows. Key Responsibilities Leadership & Team Management: Lead, mentor, and develop high‑performing teams within the BPO and Contact Center teams. Oversee training and performance management for staff in the BPO and Contact Center, ensuring alignment with company standards and goals. Foster a collaborative and positive work culture that drives productivity and team cohesion within these departments. Operational Strategy & Execution: Develop and implement effective strategies for managing the BPO and Contact Center operations, focusing on service quality, efficiency, and cost optimisation. Align BPO and Contact Center goals with the broader organisational strategy, ensuring these departments contribute to overall business success. Collaborate with senior leadership to define operational goals, drive performance improvements, and ensure operational consistency across both internal and outsourced operations. BPO and Contact Center Management: Oversee day‑to‑day operations of the BPO and Contact Center, ensuring smooth workflow and high‑quality service delivery. Establish and monitor performance metrics (KPIs) to evaluate the effectiveness of outsourced operations and the contact centre, ensuring that service levels meet or exceed expectations. Coordinate with BPO vendors and service providers, ensuring contract terms are met, and operational performance is continuously improved. Manage customer interactions, resolve escalated issues, and ensure customer satisfaction targets are consistently met. Process Optimization: Analyse operational workflows within the BPO and Contact Centre, identifying areas for improvement in both processes and customer service. Lead initiatives to optimise performance, including technology integration, process automation, and staff training programmes. Implement process changes, monitor their effectiveness, and ensure consistent adherence to best practices. Performance Monitoring & Reporting: Track and report on the performance of the BPO and Contact Centre departments, analysing trends, identifying challenges, and proposing solutions. Provide regular updates to senior leadership on operational performance, customer satisfaction, and any critical issues that need attention. Review and adjust performance metrics as needed, based on operational needs and evolving business objectives. Cross‑Functional Collaboration: Work closely with other departments (IT, HR) to ensure alignment and smooth coordination between the BPO/Contact Centre and other parts of the business. Lead and participate in cross‑functional meetings to resolve issues, improve processes, and ensure operational objectives are met. Risk Management & Compliance: Ensure that BPO and Contact Centre operations comply with all regulatory requirements, company policies, and industry standards. Identify and mitigate potential risks within the BPO and Contact Centre, such as data security, operational inefficiencies, and vendor‑related issues. Qualifications Education: Bachelor’s degree in Business Administration, Operations Management, or a related field (Master’s degree preferred). Experience: Minimum of 7‑10 years of experience in operations management, with at least 3 years in a leadership role overseeing BPO and Contact Centre operations. Proven track record of managing outsourced operations, customer service teams, and process improvements in a Contact Centre environment. Experience with vendor management, contract negotiations, and performance monitoring. Skills & Competencies: Strong leadership, team management, and people development skills. Excellent problem‑solving, analytical, and strategic thinking abilities. Proficient in customer service excellence and contact centre operations. Advanced communication and interpersonal skills, with the ability to manage relationships with both internal and external stakeholders. Strong understanding of BPO industry standards, service level agreements (SLAs), and performance metrics. Technical Skills: Experience with CRM systems, contact centre software and ERP systems. Proficiency in data analysis and reporting, with advanced Excel skills (SQL or similar data tools are a plus). Knowledge of Lean, Six Sigma, or other process improvement methodologies is preferred. #J-18808-Ljbffr