Site Operations Manager

About the role

The Site Operations Manager oversees the day‑to‑day activities of a non‑exempt workforce, ensuring high‑quality service delivery, client satisfaction, and alignment with corporate policies. This role combines team leadership, performance monitoring, and operational problem‑solving in a fast‑paced call‑center environment.

Key responsibilities

• Manage team leaders and their representatives to meet client performance and quality standards.
• Monitor attendance, productivity, and service‑level goals, taking corrective action when needed.
• Develop and coach team leads to maximize performance.
• Handle staffing, hiring, and onboarding processes.
• Analyze call‑center metrics, generate reports, and implement improvement initiatives.
• Communicate process and client changes to direct reports within defined timelines.
• Lead regular team meetings and provide subject‑matter expertise.

Required profile

• Up‑to‑date management knowledge and strong employee‑motivation techniques.
• Understanding of key performance indicators and ability to drive desired behaviours.
• Proven ability to solve problems independently and make fast, high‑quality decisions.
• Experience creating, interpreting, and analysing operational reports.
• Professional demeanor with strong results‑orientation.
• Willingness to work flexible schedules, including graveyard or shifting shifts.

Required skills

What we offer

• Opportunity to lead a dynamic team in a growing organization.
• Professional development and leadership training.
• Competitive compensation package.