Operations Manager

Job Description

• Lead and manage a team of 15–20 Service Associates, ensuring performance, productivity, and compliance with company policies.
• Conduct team meetings, coaching sessions, and performance reviews to support employee growth.
• Monitor team performance and provide regular 1-on-1 coaching and feedback.
• Maintain optimal floor coverage and ensure smooth daily operations.
• Communicate process updates, client requirements, and company announcements to the team.
• Partner with Operations and Client Leadership on business reviews and operational concerns.
• Recommend engagement and incentive initiatives to improve team performance.
• Support recruitment by interviewing and assessing candidates for agent-level positions.
• Assist the Group Manager with operational responsibilities and take over during their absence.
• Support special projects and other business requirements.

Qualifications

• Minimum of 8+ years experience entailing BPO, particularly in domain accounts

Key Role Responsibility

• Ensures service levels, targets, and client requirements are met.
• Manages client relationships and provides regular performance updates.
• Analyzes performance and implements process improvements and action plans.
• Ensures compliance with client and company policies and procedures.
• Coordinates with cross-functional teams to resolve operational issues.
• Monitors trends, financial performance, and account profitability.
• Leads, mentors, and develops Assistant Managers and Supervisors.
• Manages priorities, delegates tasks, and ensures timely completion.
• Prepares performance dashboards, capacity reports, and other reports.
• Drives team engagement through coaching, team-building, and recognition activities.

Additional Information

Benefits and Company Perks:

• Structured career path
• Growing and expanding team – more internal career progression opportunities for all
• Safe work environment
• Free HMO coverage from day 1, including your domestic partner
• Skills training opportunities
• Paid leaves