
Operations Management Specialist
10 hours ago
We are seeking a skilled Operations Management Specialist who thrives in fast-paced environments and excels at building high-performing teams.
The ideal candidate will have proven leadership experience in managing teams, driving performance, and improving processes.
Key Responsibilities- Lead daily operations by owning team KPIs, monitoring live dashboards, and intervening to protect SLAs.
- Coach for impact by delivering 1:1s, side-by-sides, QA calibrations, and action plans that drive results.
- Run tight operations by managing schedules, breaks, queues, and headcount coverage, while enforcing process and compliance.
- Solve problems early by unblocking escalations, removing bottlenecks, and flagging risks with clear next steps.
- Report & improve by publishing daily/weekly/monthly performance reports and driving root-cause analyses and continuous improvement.
- Partner cross-functionally by working with QA, Training, WFM, and HR to align performance, people, and process.
- Proven BPO team leadership experience, including floor management, live ops, and SLA protection.
- KPI and QA management skills, including calibration, audit reads, and action planning.
- Scheduling and WFM fundamentals, including adherence, shrinkage, and coverage.
- Comfort with CRM, Quality Management, Workforce Management, ticketing, and reporting tools.
- Reporting and analysis skills, including Excel/Google Sheets, dashboard reads, and RCA documentation.
- Bachelor's degree in Business or related field (equivalent leadership experience considered).
- 2–3+ years as a Team Leader/Supervisor in a BPO/call center setting.
- Fluency in English (both spoken and written).
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