Senior Operations Manager

The
Senior Operations Manager
plays a critical role in driving the strategic and operational success of the contact center. This role is responsible for leading multiple teams and overseeing the implementation of initiatives that enhance performance, client satisfaction, and operational efficiency. The Senior Operations Manager will work closely with executive leadership to align the operations strategy with the company's business objectives and ensure sustained growth and excellence.

Key Responsibilities:

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Strategic Leadership
: Develop and implement operational strategies that align with the company's overall business objectives. Lead initiatives that drive growth, improve efficiency, and enhance service delivery.

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Team Management
: Lead, mentor, and manage a team of Operations Managers and Team Leaders. Foster a culture of high performance and continuous improvement within the operations team.

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Client Relationship Management
: Serve as the senior point of contact for high-level client interactions. Ensure that client expectations are met or exceeded and that any issues are resolved swiftly and effectively.

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Operational Excellence
: Ensure that all operations are running efficiently and that KPis such as productivity, customer satisfaction, and quality are consistently achieved or surpassed. Continuously seek out opportunities to streamline processes and reduce costs without compromising quality.

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Performance Analysis
: Monitor, analyze, and report on operational performance metrics. Use data-driven insights to guide decision-making and strategic planning.

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Risk Management
: Identify potential risks to operations and develop mitigation strategies. Ensure compliance with all relevant regulations and standards.

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Change Management
: Lead the implementation of new processes, technologies, and initiatives within the operations team. Ensure smooth transitions and minimal disruption to daily activities.

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Budget Management
: Oversee the operations budget, ensuring that expenditures are controlled and aligned with company goals. Identify opportunities for cost savings and operational efficiencies.

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Employee Development
: Invest in the growth and development of the operations team through training, coaching, and career development programs. Ensure that high-potential employees are given opportunities to advance within the company.

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Stakeholder Engagement
: Collaborate with other departments, including HR, IT, and Finance, to support operational needs and contribute to overall company success.

Program Launches:

Lead the end-to-end operational setup and launch of new programs or client accounts. Oversee readiness planning, staffing, process design, training coordination, and go-live execution to ensure successful deployment and alignment with service and performance standards.

Qualifications:

• Bachelor's degree in business management, Operations, or a related field (required); master's degree (preferred)

• 3-5 years of experience in operations management within a BPO or contact center environment

• Proven track record of driving operational excellence and managing large, diverse teams

• Strong leadership and strategic thinking skills

• Excellent communication and interpersonal skills, with the ability to interact with executive leadership and clients

• Advanced analytical skills and experience with data-driven decision-making

• Experience in managing budgets and P&L responsibilities

• Ability to handle high-pressure situations and make sound decisions

• Willingness to work flexible hours, including nights and weekends if required