Operations Manager
3 weeks ago
We are looking for a results-driven Operations Manager to oversee daily operations in our BPO team. This role is responsible for managing performance, ensuring service level targets are met, and driving process improvements. The ideal candidate has strong leadership skills, a solid background in BPO operations, and a passion for team development and client satisfaction.
Key Responsibilities
- Lead and manage day-to-day operations of assigned accounts or campaigns
- Monitor team performance and ensure KPIs and SLAs are consistently met
- Identify areas for process improvement and implement best practices
- Coordinate with clients and internal teams to ensure smooth service delivery
- Provide coaching, support, and performance feedback to team leads and agents
- Prepare and present reports on operational performance and improvement plans
- At least 3–5 years of experience in a BPO setting, with 1–2 years in a leadership or operations role
- Strong knowledge of contact center metrics and processes
- Excellent communication and people management skills
- Ability to work in a fast-paced, client-focused environment
- Amenable to work on shifting schedules, including holidays if needed
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