Sr. Operations Manager

About the role

The Senior Operations Manager will lead a team of team leaders and their representatives to deliver high‑quality services that meet client performance and quality expectations. This role ensures productivity, service‑level targets, and strong client relationships while aligning with corporate policies and goals.

Key responsibilities

• Manage and improve the performance of team leaders and their representatives.
• Maintain service‑level and productivity goals at all times.
• Handle escalations, guide junior staff, and ensure timely issue resolution.
• Create, interpret, and analyze performance reports to drive appropriate behavior.
• Foster excellent client relationships and continuously seek service improvements.
• Work flexible schedules, including graveyard or shift rotations, as required.

Required profile

• Bachelor’s degree in any field or equivalent work experience.
• Minimum 4 years of experience in a related operational role.
• At least 2 years as an Operations Manager for an inbound sales/CSAT‑driven telecom account.

Required skills

• Excellent communication skills.
• Strong leadership and interpersonal abilities.
• Analytical thinking and problem‑solving capabilities.
• Effective organizational and time‑management skills.