Operations Manager

About the role

The Operations Manager oversees the day‑to‑day functional supervision of a non‑exempt work group in a BPO setting. This role ensures high‑quality service delivery, maintains client relationships, and drives team performance in line with corporate policies.

Key responsibilities

• Manage performance of team leaders and their representatives to meet client quality and service level goals.
• Monitor, measure, report and analyse call‑centre data to identify improvement opportunities.
• Address performance, behavior and attendance issues using established performance‑management techniques.
• Oversee staffing, hiring and onboarding processes.
• Provide subject‑matter expertise and lead regular team meetings.
• Communicate process and client changes to direct reports within defined timelines.
• Develop team leads to ensure top performance and maintain excellent client relationships.

Required profile

• Bachelor’s degree (any field) preferred.
• Minimum 2 years experience as an Operations or Program Manager in a BPO environment.
• Strong understanding of employee motivation, key performance indicators and call‑centre operations.
• Ability to work flexible schedules, including graveyard or shift work.

Required skills

What we offer

• Opportunity to lead a dynamic team in a fast‑growing BPO organization.
• Professional development and career growth pathways.