Description
The Operations Manager leads assigned Team Leaders and frontline teams in a BPO or contact center environment, overseeing operational KPIs, staffing, scheduling, performance management, employee engagement, client escalations, compliance, and continuous improvement. The role partners with senior leadership, support functions, and client stakeholders, prepares operational reports, and supports talent development and succession planning. A bachelor’s degree or equivalent relevant experience is preferred, along with prior operations or comparable leadership experience, strong analytical and leadership skills, and proficiency with Microsoft Office and workforce or performance management systems.
