Operations Manager

We are looking for a results-driven Operations Supervisor to lead our call center operations and ensure exceptional service delivery. The ideal candidate is a strong leader with a proven track record of managing high-performing teams, driving operational excellence, and consistently achieving business goals.
Key Responsibilities
Lead and oversee the daily operations of multiple customer service teams.Ensure achievement of all operational KPIs, including Service Level, AHT, CSAT, Quality, Productivity, Attendance, and Attrition.Monitor performance metrics and develop action plans to improve results.Coach, mentor, and develop Supervisors and Team Leaders to maximize team performance.Analyze operational data and identify opportunities for continuous improvement.Partner with Workforce Management, Quality Assurance, and Training to support business objectives.Manage client expectations and maintain strong communication with internal and external stakeholders.Ensure compliance with company policies, client requirements, and operational procedures.Prepare and present performance reports to senior leadership.
Ideal Candidate Profile
Ownership & Accountability (Highest Priority)Critical Thinking & JudgmentOperational DisciplineLeadership PresenceCoaching & Performance ManagementCommunication SkillsProcess Learning & Knowledge RetentionHealthcare Operational Awareness
Qualifications
1+ year of experience in an Operations Manager or Senior Supervisor role within a BPO/Call Center environment.Advanced English proficiency (spoken and written).Strong leadership, coaching, and people management skills.Experience managing multiple teams and achieving operational KPIs.Excellent analytical, problem-solving, and decision-making abilities.Advanced knowledge of Microsoft Excel and reporting tools.
What We Offer
Competitive salary.Career growth opportunities.Professional development and training.Comprehensive benefits package.Dynamic and collaborative work environment.