Operations Manager

Key Responsibilities

• Lead daily operations of multiple US-based campaigns.
• Drive performance against SLA, CSAT, Quality, Productivity, Attendance, Attrition, and Financial targets.
• Provide leadership and direction to Operations Supervisors, Team Leaders, and support teams.
• Manage workforce planning, performance management, coaching, and talent development.
• Lead continuous improvement, change management, and employee engagement initiatives.
• Manage client relationships and executive-level stakeholder communication.
• Identify operational risks and implement mitigation strategies.
• Collaborate with cross-functional teams to support business growth.
• Analyze operational data and create reports/dashboards for business decisions.

Technical Skills

• Advanced Microsoft Excel (Pivot Tables, XLOOKUP, Power Query preferred)
• Microsoft PowerPoint, Teams, and Outlook
• Power BI – preferred
• Workforce Management tools
• CRM platforms such as Zendesk, Salesforce, Freshdesk, Zoho, NICE, Amazon Connect, RingCentral, or similar
• Google Workspace
• Strong reporting and dashboard creation skills

Experience Needed:

*Minimum 3 years of BPO experience

*At least 1 year of experience as an Operations Manager handling multiple campaigns or large-scale accounts

*Proven experience managing 150 - 300+ FTEs through Team Leaders and Support Staff

*Strong Background in client management and executive - level stakeholder communication

*Demonstrated success in driving KPIs including:

CSAT, Quality, SLA, Productivity, Attendance, Attrition, Financial performance

*Experience leading multiple lines of Business simultaneously

*Excellent people leadership, coaching, conflict resolution, and change management skills

*Strong Analytical and decision - making abilities.