Operations Manager

• Oversee the overall management of assigned LOBs, ensuring operational performance is aligned with business and client objectives.
• Lead and develop high-performing teams through effective people leadership, coaching, performance management, and employee engagement.
• Monitor and drive key operational KPIs and hygiene metrics, identifying gaps and implementing action plans to improve performance.
• Analyze operational data and trends to support data-driven decision-making and identify opportunities for improvement.
• Manage client and stakeholder relationships, ensuring effective communication, alignment, and timely resolution of business concerns.
• Drive process improvement and operational excellence initiatives to improve efficiency, quality, customer experience, and overall business results.
• Ensure compliance with company policies, client requirements, and operational standards.
• Manage assigned financial responsibilities, including budget utilization, cost management, and financial performance of the LOB.
• Demonstrate strong crisis leadership by effectively managing escalations, operational disruptions, and other critical business situations.
• Communicate business priorities, performance results, and operational updates effectively across teams and stakeholders.
• Foster a culture of accountability, ownership, collaboration, and continuous improvement.

Qualifications

• At least 3 years of leadership experience in a BPO or contact center environment.

• Proven experience in Operations Management and overall LOB management.

• Strong background in People Leadership & Team Management.

• Demonstrated expertise in KPI and Performance Management within a metrics-driven operation.

• Strong data analysis and problem-solving skills, with the ability to translate insights into actionable business strategies.

• Excellent client and stakeholder management and communication skills.

• Experience in process improvement and continuous improvement initiatives.

• Strong financial acumen, with an understanding of cost management, budgeting, and operational financial performance.

• Ability to remain composed and decisive when managing crises, escalations, and operational challenges.