Job Summary:

We are seeking a dynamic and experienced 2 Operations Manager to oversee and manage daily operations in a BPO work setup and culture. The ideal candidate will ensure high levels of service delivery, manage performance metrics, lead a team of supervisors and agents, and maintain excellent client relationships. The Operations Manager will play a key role in driving and maintaining process efficiency, team engagement, and client satisfaction.

Key Responsibilities:

• Lead and manage day-to-day operations across multiple processes and client accounts.
• Drive and monitor team performance KPIs including SLAs, CSAT, FCR, AHT, and quality metrics.
• Ensure adherence to contractual obligations and compliance standards.
• Collaborate with HR/ER, L&D, and Service Delivery team to manage workforce planning, recruitment, onboarding, and continuous staff development.
• Identify operational inefficiencies and implement continuous improvement initiatives.
• Analyze operational data to derive insights and make data-driven decisions.
• Handle escalations and ensure timely resolution of client and customer issues.
• Work closely with client ops teams to meet regulatory and quality benchmarks.
• Prepare and present needed regular reports to senior leadership and clients.
• Foster a culture of high performance, accountability, and employee engagement.

Education:

• Bachelor’s degree in business administration, People Management, Operations Management, or related field.

Experience:

• 5–8 years of experience in operations management, with at least 3 years in a BPO environment.
• Proven track record of managing teams of 50+ employees, including team leaders and front-line agents.
• Experience with both voice and non-voice (back-office, email, chat) BPO processes is preferred.
• Hands-on experience with performance metrics, workforce management tools, and CRM/ERP platforms.

Technical Skills:

• Proficient in MS Office Suite (Excel, PowerPoint, Outlook).
• Familiarity with BPO tools such as Avaya, Genesys, NICE, or similar platforms.
• Knowledge of process improvement methodologies (Lean, Six Sigma) is not required but is a plus.

Soft Skills:

• Strong leadership and people management skills.
• Excellent communication and interpersonal abilities.
• Problem-solving and conflict resolution skills.
• Ability to thrive in a fast-paced, dynamic environment.
• Client-centric approach and a high level of business acumen.

Working Conditions:

• Full RTO and with night shift work setup, depending on client requirements.
• Occasional travel to client locations or offices.

Please refer to job description.