Operations Manager

Job Summary

We are seeking an experienced and results-driven Operations Manager to oversee daily operations, ensure excellent service delivery, and drive operational efficiency within our BPO organization. The successful candidate will be responsible for managing operational teams, monitoring performance metrics, developing effective strategies, and ensuring that client expectations and business objectives are consistently met.

The ideal candidate possesses strong leadership, analytical, and problem-solving skills, with a proven ability to manage teams, improve processes, and maintain high standards of customer service in a fast-paced environment.

Key Responsibilities

• Oversee daily BPO operations to ensure efficiency, productivity, and compliance with company policies and client requirements.
• Manage, coach, and develop Team Leaders, Supervisors, and other operational personnel to achieve performance targets.
• Monitor key performance indicators (KPIs), including service level, customer satisfaction, productivity, quality, attendance, attrition, and operational costs.
• Develop and implement strategies to improve team performance, operational processes, and overall service delivery.
• Build and maintain strong relationships with clients by addressing operational concerns, providing regular performance updates, and ensuring client satisfaction.
• Analyze operational reports and performance da