Overview
We are seeking a results-driven Operations Manager to oversee daily service delivery, team performance, and client satisfaction across our BPO operations. You will lead a team of Team Leaders and customer service/back-office agents to ensure Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and quality standards are consistently met or exceeded while maintaining operational efficiency and cost control.
Qualifications
- Experience: 5+ years in a BPO/contact center environment, with at least 2+ years directly managing Team Leaders.
- Education: Bachelor’s degree in Business Administration or a related field (or equivalent operational experience).
- Technical Proficiency: Strong command of CRM platforms, ACD/telephony systems, WFM tools, and data analysis software (Excel/Google Sheets).
- Core Competencies: Exceptional analytical, conflict-resolution, and executive communication skills.
- Availability: Flexibility to work rotational shifts, weekends, or holidays aligned with client operational hours.
Responsibilities
Operations & Metrics Management
- Manage daily end-to-end floor operations (voice, chat, email, or back-office) to consistently achieve core metrics including SLA, AHT, FCR, CSAT, and NPS.
- Partner with Workforce Management (WFM) to ensure accurate scheduling, staffing optimization, and adherence to volume forecasts.
People Leadership
- Direct, coach, and develop a team of Supervisors/Team Leaders to foster a high-performance culture.
- Collaborate with HR and Training to manage attrition, drive employee engagement, and streamline onboarding and continuous upskilling.
Client Relations & Strategy
- Serve as the primary operational contact for client stakeholders, leading regular performance reviews (WBRs, MBRs, QBRs).
- Translate evolving client business objectives into actionable floor execution plans and proactively escalate potential risks.
Process Improvement & Profitability
- Identify operational bottlenecks and implement continuous improvement initiatives (e.g., Lean, Six Sigma) to enhance productivity.
- Oversee account budgets, control overtime costs, and ensure strict adherence to internal SOPs and data security standards (e.g., ISO 27001, PCI-DSS).
