Senior Operations Manager

The Senior Operations Manager is a key leadership role responsible for driving operational excellence, optimizing performance, and ensuring seamless service delivery across contact center and shared services functions. This role requires deep experience in the BPO industry, strong exposure to multi-account operations, and proven capability in handling integrations, transitions, cost optimization, and high-growth environments.

The Senior Operations Manager will lead large teams, collaborate with cross-functional leaders, and implement strategies that enhance productivity, employee engagement, cost efficiency, and client satisfaction. The ideal candidate has a strong personality, can influence at all levels, makes fast and informed decisions, and is ready to start immediately.

Key Responsibilities

Operational Leadership

• Oversee day-to-day operations of multiple contact center and shared services teams.
• Ensure all KPIs, SLAs, and client expectations are consistently met or exceeded.
• Lead operational planning, forecasting, and workforce optimization.
• Drive cost optimization initiatives such as process streamlining, resource efficiency, automation, and workload balancing.
• Lead continuous improvement projects to enhance quality, speed, and cost efficiency.

Client & Stakeholder Management

• Serve as senior point of contact for clients, handling escalations and maintaining strong relationships.
• Provide business reviews, performance insights, and strategic recommendations.
• Collaborate with internal departments (TA, HR, Training, QA, WFM, IT, Finance) to support operational requirements and cost-effective solutions.

Integration & Transition Management

• Lead integration efforts for newly acquired teams, accounts, or business units.
• Standardize processes, workflows, and reporting structures across regions or departments.
• Ensure smooth transition from onboarding to steady-state operations while maintaining cost-effective operational setups.

Team Leadership & Development

• Manage Operations Managers, Team Leads, and cross-functional support teams across multiple programs.
• Foster a high-performance culture through coaching, feedback, and talent development.
• Identify skill gaps and partner with Training/QA to build capabilities.
• Promote employee engagement, retention strategies, and culture-building initiatives.

Performance, Compliance & Cost Efficiency

• Analyze operational metrics and develop actions plans to address performance gaps.
• Ensure compliance with company policies, client standards, and regulatory requirements.
• Implement cost optimization strategies involving manpower planning, shrinkage reduction, overtime control, and performance improvement.
• Drive productivity by balancing people, process, and performance expectations.

Qualifications

• Bachelor's degree in Business, Operations Management, or related field (preferred).
• 7+ years of progressive experience in Operations Management within the BPO industry.
• Strong background in contact center operations, shared services, multi-account management, integration projects, and cost optimization efforts.
• Demonstrated ability to lead large teams (100+ FTEs).
• Experience with U.S. accounts, logistics, healthcare, or financial services (an advantage).
• Excellent leadership, communication, and decision-making skills.
• Strong personality with the ability to influence senior leaders and motivate teams.
• Highly analytical with strong command of KPIs, performance dashboards, cost efficiency metrics, and root-cause analysis.
• Able to start ASAP (priority).

Job Types: Full-time, Permanent

Application Question(s):

• We must fill this position urgently. Can you start immediately?
• Do you have at least 7–10 years of Operations Management experience in the BPO industry?
• Do you have experience working in Shared Services or supporting cross-functional global teams?
• Do you have experience managing operational alignment during company acquisitions or transitions?
• What is your salary expectation for this position?

Work Location: In person