The posting
It's fun to work in a company where people truly BELIEVE in what they are doing!
We're committed to bringing passion and customer focus to the business.
The Operations Manager is responsible for the overall operational performance of assigned teams, ensuring delivery against client expectations, business objectives, employee performance standards, and key service metrics. The role provides direct leadership to Team Leaders and works closely with senior leadership, support functions, and client stakeholders to drive consistent operational execution and continuous improvement.
Key Responsibilities
- Lead and manage assigned Team Leaders and their respective frontline teams.
- Ensure achievement of operational KPIs, including productivity, quality, customer experience, attendance, adherence, sales/service performance, and other program-specific metrics.
- Maintain an appropriate management cadence through regular performance reviews, coaching sessions, huddles, business reviews, and action-plan follow-ups.
- Analyze operational performance trends and identify root causes, risks, and improvement opportunities.
- Develop and execute action plans to address performance gaps and ensure sustained improvement.
- Provide coaching and development to Team Leaders to strengthen leadership capability, accountability, and employee performance.
- Ensure Team Leaders consistently execute coaching, performance management, attendance management, and employee engagement activities.
- Monitor staffing, capacity, schedules, and operational coverage to ensure business requirements are met.
- Partner with Workforce Management, Training, Quality, HR, Recruitment, and other support teams to resolve operational issues and improve performance.
- Manage escalations and ensure timely resolution of customer, employee, operational, and client concerns.
- Ensure compliance with company policies, client requirements, standard operating procedures, and regulatory requirements.
- Drive employee engagement, retention, recognition, and development initiatives within the assigned organization.
- Participate in client meetings, business reviews, calibrations, and performance discussions as required.
- Prepare and present operational reports, performance updates, root-cause analyses, and recovery plans to senior leadership and client stakeholders.
- Identify process gaps and recommend improvements that enhance efficiency, customer experience, quality, and overall business performance.
- Ensure effective communication of business updates, policy changes, process changes, and client expectations to all assigned teams.
- Support succession planning and talent development by identifying and preparing high-potential employees and Team Leaders for future leadership roles.
- Maintain appropriate leadership coverage and ensure continuity of operations during absences, high-volume periods, and critical business events.
Qualifications
- Bachelor’s degree or equivalent relevant work experience preferred.
- Prior experience in an Operations Manager or comparable leadership role within a BPO/contact center environment.
- Strong experience managing Team Leaders and large frontline organizations.
- Demonstrated ability to manage operational KPIs and implement performance improvement strategies.
- Strong analytical, problem-solving, and decision-making skills.
- Excellent leadership, coaching, communication, and stakeholder-management skills.
- Ability to interpret operational data and translate findings into actionable business plans.
- Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
- Experience working directly with clients and presenting performance results is preferred.
- Proficiency in Microsoft Office, reporting tools, and relevant workforce/performance management systems.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
