Operations Manager – Technical Support

About the role

The Operations Manager – Technical Support will lead a non‑exempt team delivering technical support services. This role oversees daily operations, ensures service quality, and drives performance improvements while maintaining strong client relationships.

Key responsibilities

• Supervise team leaders and their representatives to meet client performance and quality standards.
• Monitor productivity, service levels, and call‑center metrics, reporting and analyzing data for continuous improvement.
• Address performance, behavior, and attendance issues using established management techniques.
• Handle staffing, hiring, and onboarding of new team members.
• Provide subject‑matter expertise and lead escalation handling.
• Conduct regular team meetings and communicate process or client changes promptly.
• Develop team leads to ensure top performance and career growth.

Required profile

• Bachelor’s degree preferred.
• Minimum 2 years experience as an Operations or Program Manager, preferably in a BPO technical support environment.
• Proven ability to motivate teams, manage performance, and meet organizational goals.
• Flexibility to work a graveyard or shifting schedule.
• Willingness to work onsite at the Cyberpark location and start immediately.

Required skills

• Internet connectivity troubleshooting