Operations Manager | 2 Year Contract

About the role

The Operations Manager is accountable for the overall success of the client operation, including Customer Service, Back Office Operations, Quality Assurance, Workforce Management, Training & Knowledge Management, Escalation Management, Reporting, Governance, and Continuous Improvement. This role serves as the primary operational owner responsible for ensuring service delivery performance, contractual compliance, customer experience outcomes, workforce engagement, and strategic alignment with client's business objectives. The role requires a strong blend of leadership, operational expertise, and a deep understanding of BPO best practices. The Operations Manager will drive operational excellence, ensure client satisfaction, and contribute to the overall success of the business.

Key responsibilities

• Lead and manage the entire customer service and back-office operation
• Oversee the daily operations of assigned teams, ensuring smooth workflow, adherence to SLAs, and achievement of operational targets
• Monitor key performance indicators (KPIs) such as productivity, quality, customer satisfaction, and attrition rates
• Analyse operational data to identify trends, bottlenecks, and areas for improvement
• Develop and implement action plans to address operational challenges and improve performance
• Lead, mentor, and develop a high-performing team of supervisors, team leads, and agents
• Build and maintain strong relationships with clients and proactively identify and address client needs and concerns
• Ensure customer enquiries are resolved accurately and efficiently
• Identify, analyse, and implement process improvements to enhance efficiency, reduce costs, and improve customer experience
• Oversee quality assurance activities, including call monitoring, quality audits, and customer feedback analysis

About you

• Bachelor's degree in business administration, Operations Management, or a related field
• 5+ years of experience in BPO operations management, with a proven track record of success in managing and leading teams
• 2+ years of operations management experience with multi-tasking ability
• Strong analytical and problem-solving skills with the ability to analyse data and identify trends
• Excellent communication, interpersonal, and presentation skills
• Strong leadership, mentorship, and team management skills
• Proficiency in Microsoft Office Suite and other relevant software
• Experience with CRM, WFM, and other BPO-specific tools
• Proven experience managing client-facing operations and stakeholder relationships
• Strong knowledge of quality assurance and continuous improvement methodologies