Operations Manager

About the Role:We are seeking a results-driven Operations Manager to oversee day-to-day activities, ensure operational excellence, and lead high-performing teams in meeting performance targets. The ideal candidate will be responsible for driving KPIs, managing client relationships, improving processes, and developing talent in a fast-paced, metrics-driven environment.

Key Responsibilities:Lead, coach, and develop a team of Team Leaders and frontline agents to achieve performance targets (CSAT, AHT, QA, FCR, etc.).Monitor, analyze, and report on operational metrics to identify areas of opportunity and implement corrective actions.Collaborate with Workforce Management, Training, and Quality teams to ensure readiness, productivity, and service excellence.Manage ramp-up plans, headcount, attrition, and staffing levels aligned with business needs.Act as a primary point of contact for client communications, ensuring alignment on goals and performance expectations.Drive a culture of continuous improvement through process optimization, innovation, and employee engagement initiatives.Conduct regular business reviews, performance presentations, and root cause analyses.Ensure compliance with company policies, procedures, and client requirements.Manage budgets, schedules, and administrative reporting as needed
.
Qualifications:Bachelor’s degree in Business Administration, Operations Management, or related field (preferred).5+ years of experience in the BPO or contact center industry, with at least 2 years in a managerial role.Strong knowledge of contact center metrics, reporting, and improvement strategies.Excellent leadership, communication, and interpersonal skills.Proven ability to manage teams, drive results, and maintain high employee morale.English Proficiency B2/C1 is a mus
t.
Preferred SkillsExperience working with international clients.Certification in Six Sigma, COPC, or Lean methodologi
es.