Operations Manager

Job Responsibilities

1. Operational Management

• Oversee daily operations across assigned programs to ensure performance targets and SLAs are consistently met.
• Monitor KPIs such as productivity, quality, AHT, CSAT, Accuracy, and Attendance.
• Develop and implement operational strategies aligned with client requirements and company goals.
• Conduct regular calibration and performance review sessions with team leaders and quality teams.

2. People Leadership

• Lead, mentor, and coach Team Leaders, Supervisors, and frontline agents to drive high performance.
• Implement workforce management practices including shift planning, staffing, and capacity forecasting.
• Conduct training needs assessments and coordinate with L&D for skill development.
• Foster an employee-focused culture built on engagement, accountability, and continuous improvement.

3. Client Relationship Management

• ...