Operations Manager – Technical Support

About the role

The Operations Manager – Technical Support will lead a non‑exempt team, overseeing daily activities, performance, and client relationships. This role ensures service levels are met, drives productivity, and supports the organization’s goals while working on‑site at the Cyberpark location.

Key responsibilities

• Supervise team leaders and their representatives to deliver quality technical support services.
• Monitor, measure, report and analyze call‑centre data to improve performance.
• Handle staffing, hiring, and performance management, including attendance and behavior issues.
• Develop and coach team leads to achieve top performance.
• Maintain strong client relationships and continuously improve service delivery.
• Conduct regular team meetings and communicate process or client changes promptly.
• Provide subject‑matter expertise and manage escalations.

Required profile

• Bachelor’s degree (any field) preferred.
• Minimum 2 years experience as an Operations or Program Manager, preferably in technical support within a BPO environment.
• Demonstrated ability to lead, motivate and develop teams.
• Strong problem‑solving skills and ability to make fast, high‑quality decisions.
• Willingness to work a flexible (graveyard/shifting) schedule on‑site at Cyberpark.

Required skills

• Excellent communication and customer‑service abilities.
• Leadership and interpersonal skills.
• Organizational and time‑management capabilities.
• Understanding of key performance indicators and ability to drive appropriate behavior.