Operation Manager (Telecommunication Industry)

VXI Global Solutions is seeking an experienced and results-driven Operations Manager to lead and oversee operations for a telecommunications account. The successful candidate will be responsible for driving operational performance, ensuring excellent customer experience, developing leadership teams, and achieving business objectives in a fast-paced BPO environment.

Key Responsibilities

• Oversee daily operations to ensure performance targets, service levels, and client expectations are consistently met.
• Lead, coach, and develop Team Leaders and operational teams to maximize productivity and performance.
• Monitor key performance indicators (KPIs), including customer satisfaction, quality, productivity, attendance, and service levels.
• Analyze operational data, identify performance gaps, and implement effective action plans for continuous improvement.
• Maintain strong client relationships through regular business reviews, performance updates, and effective communication.
• Ensure compliance with client requirements, company policies, and operational procedures.
• Manage staffing requirements, resource allocation, attrition, and employee engagement to support business needs.
• Collaborate with Quality Assurance, Training, Workforce Management, and HR to improve overall performance.
• Identify operational risks, conduct root cause analysis, and implement corrective and preventive actions.
• Prepare and present operational reports, performance analyses, and improvement plans to senior management and clients.

Job Requirements

• Proven experience as an Operations Manager in a BPO or call center environment .
• Strong background in telecommunications accounts , preferably within customer service or technical support operations.
• Demonstrated experience managing Team Leaders and large operational teams.
• Strong understanding of contact center KPIs, SLAs, quality standards, and customer experience metrics.
• Excellent leadership, coaching, decision-making, and problem-solving skills.
• Strong analytical skills with the ability to interpret performance data and develop action plans.
• Excellent communication, presentation, and stakeholder management skills.
• Proficiency in Microsoft Excel and operational reporting tools.
• Ability to work under pressure, manage competing priorities, and deliver results in a dynamic environment.
• Good English communication skills.

Why Join VXI Global Solutions?

Be part of a global organization that values leadership, continuous improvement, and professional development. At VXI, you will have the opportunity to lead high-performing teams, drive operational excellence, and make a meaningful impact on client success and customer experience.

Ready to take the next step in your career? Join VXI Global Solutions and lead operational success!