Operations Manager

About the role

The Operations Manager will oversee the day‑to‑day activities of a non‑exempt work group within a call‑centre environment. This role ensures high productivity, quality service delivery, and strong client relationships while supporting the organization’s strategic goals.

Key responsibilities

• Manage performance of team leaders and their representatives to meet client service standards.
• Maintain optimum productivity and service‑level targets.
• Develop and coach team leads for top performance.
• Handle day‑to‑day account management and related issues.
• Monitor, measure, report and analyse call‑centre data to drive improvements.
• Identify and resolve performance, behaviour, and attendance issues using established management techniques.
• Lead staffing, hiring and onboarding processes.
• Provide subject‑matter expertise and conduct regular team meetings.
• Communicate process and client changes to direct reports within defined timelines.

Required profile

• Bachelor’s degree (any field) preferred.
• Minimum 2 years of experience as an Operations or Program Manager.
• Up‑to‑date management knowledge and understanding of employee motivation.
• Strong grasp of key performance indicators and ability to influence behaviour.

Required skills

• Excellent communication skills.
• Strong customer‑service orientation.
• Leadership and interpersonal abilities.
• Effective organisational and time‑management capabilities.

What we offer

• Opportunity to lead a dynamic call‑centre team.
• Professional development and growth within the organization.
• Competitive compensation package.