Operations Manager

As an Operations Manager, you will play a critical role in overseeing daily operations, developing frontline leadership, managing key performance indicators, and supporting business growth. You will serve as a trusted partner to both internal stakeholders and external clients, ensuring operational efficiency, continuous improvement, and sustainable results in a dynamic and customer-focused environment.
Key ResponsibilitiesLead the day-to-day operation, ensuring the achievement of established performance targets and service delivery standards.Manage, coach, and develop Supervisors, SMEs (Subject Matter Experts), and support staff.Monitor key performance metrics, including AHT, Quality, CES, Retention, Productivity, Adherence, Attendance, and SLA compliance.Implement action plans focused on continuous improvement and operational performance enhancement.Maintain effective and ongoing communication with clients, participating in business reviews and performance meetings.Analyze operational trends and proactively identify risks and opportunities to improve results.Coordinate training, coaching, and development initiatives for operational teams.Ensure compliance with internal processes, corporate policies, and client requirements.Support business growth initiatives, ramp-ups, and operational stabilization efforts.Prepare and present executive-level reports on operational results, key risks, and mitigation plans.
QualificationsProven experience as an Operations Manager within a Contact Center or BPO environment.Experience managing international client accounts.Strong knowledge of operational and financial KPI management.Demonstrated success leading high-performing, cross-functional teams.Advanced English proficiency (required).Excellent communication, analytical, problem-solving, and client relationship management skills.