Operations Manager

Key Responsibilities

• Meet and exceed account KPIs, including Service Level (SL), Customer Satisfaction (CSAT), Average Handle Time (AHT), and First Contact Resolution (FCR).
• Act as the primary point of contact for the client regarding daily operational performance, updates, and action plans.
• Mentor, coach, and develop Team Leaders to ensure high employee engagement and low attrition.
• Ensure strict adherence to emergency dispatch procedures, data privacy regulations (like PCI compliance), and internal security policies.
• Analyze performance trends to identify operational bottlenecks and implement corrective action plans.

Qualifications & Requirements

• Experience:

  • Minimum of 3–5 years of experience as an Operations Manager or Assistant Operations Manager in a BPO environment.
  • Strongly Preferred: Experience handling an account in Home Security, Technical Support, or IoT (Internet of Things) devices.

• Skills:

  • Technical Aptitude: Comfort dealing with hardware/software troubleshooting processes (e.g., smart home apps, security panels, Wi-Fi connectivity issues).
  • Data Analysis: Strong ability to interpret metrics, build reports, and use data to drive team performance.
  • Communication: Exceptional verbal and written English communication skills for client-facing meetings and internal coaching.

• Willingness to work shifting schedules, night shifts, weekends, and holidays, as home security requires 24/7 coverage.