Job description

Job Summary:
We are looking for a results-driven Operations Manager to oversee daily operations in our BPO team. This role is responsible for managing performance, ensuring service level targets are met, and driving process improvements. The ideal candidate has strong leadership skills, a solid background in BPO operations, and a passion for team development and client satisfaction.

Key Responsibilities:

Lead and manage day-to-day operations of assigned accounts or campaigns
Monitor team performance and ensure KPIs and SLAs are consistently met
Identify areas for process improvement and implement best practices
Coordinate with clients and internal teams to ensure smooth service delivery
Provide coaching, support, and performance feedback to team leads and agents
Prepare and present reports on operational performance and improvement plans

Qualifications:

At least 3–5 years of experience in a BPO setting, with 1–2 years in a leadership or operations role
Strong knowledge of contact center metrics and processes
Excellent communication and people management skills
Ability to work in a fast-paced, client-focused environment
Amenable to work on shifting schedules, including holidays if needed