Operations Manager

About the role

The Operations Manager will oversee daily operations for specific client accounts within a contact centre environment. This role ensures processes run efficiently, aligns operations with client expectations, and drives continuous improvement.

Key responsibilities

• Oversee daily account operations, implement SOPs and best practices.
• Lead and develop a team of Team Leaders and contact centre agents, providing coaching and performance management.
• Monitor KPIs such as call resolution, customer satisfaction, and schedule adherence, and implement improvement strategies.
• Serve as primary client contact, addressing issues promptly and ensuring client needs are met.
• Conduct quality checks, manage staffing and scheduling, and ensure compliance with policies and regulations.

Required profile

• Minimum 2 years of sales operations management experience in a BPO or contact centre.
• Proven leadership of large teams, strong communication in English, and ability to work night shifts or on‑call.
• Associate’s degree in business management, operations or related field (preferred).