Senior Operations Manager

The Senior Operations Manager oversees daily contact center operations for a major telecommunications account. You will lead Operations Managers, Team Leaders, and agents to hit key performance metrics, drive customer satisfaction, and maintain high operational efficiency while acting as the primary point of contact for client stakeholders.

Key Responsibilities

• Oversee daily program operations to consistently meet or exceed service level agreements (SLAs) including Average Handling Time (AHT), First Call Resolution (FCR), Net Promoter Score (NPS), Customer Satisfaction (CSAT), and attrition/retention targets.
• Serve as the primary operational link to the telecommunications client. Present performance reviews, operational reports, and proactive improvement strategies in regular Business Reviews (MBR/QBR).
• Direct, mentor, and evaluate Operations Managers and Team Leaders. Drive employee engagement, leadership development, and succession planning.
• Partner with Workforce Management (WFM), Quality Assurance (QA), and Training to optimize floor capacity, shrinkage, staffing adherence, and operational costs without compromising service quality.
• Manage major network outage procedures, systemic bill-shock issues, and high-level customer escalations typical of high-volume telecommunication services.

Qualifications & Requirements

• Minimum 5+ years of operations leadership experience in a BPO setting, with at least 2–3 years as an Operations Manager or Senior OM directly managing telecommunications (inbound/outbound customer service, technical support, sales, or retention) accounts.
• Strong background in Telco-specific SLAs, revenue retention strategies, and cross-selling/upselling metrics.
• Proven track record in data analysis, root-cause identification, and execution of strategic performance plans.
• Communication: Excellent verbal and written communication skills suitable for executive client presentations.