Operations Manager
Core
Manage day-to-day business operations for a team of up to 150 FTE and serve as the primary point of contact for clients to ensure performance updates and business reviews.
Role type
Senior Operations Manager (BPO/Call Center)
Builds
Customer experience operations and client service delivery
Domain
Business Process Outsourcing (BPO) / Customer Experience
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Team leadership (150+ FTE), Client relationship management, KPI monitoring and reporting, Performance management, Operational scaling, Employee retention strategies
Preferred skills
Call center environment management, Bachelor degree in business administration or management
Technologies
Cloud-based infrastructure
Responsibilities
Manage day-to-day business operations for a team of up to 150 FTE; Manage client relationships and act as the primary point of contact for performance updates and business reviews; Ensure team leaders and teammates are equipped with necessary skills and knowledge; Monitor and ensure consistent meeting of KPIs (CSAT, AHT, Resolution rate); Scale operations, drive performance management, and foster employee retention.
Seniority
Senior, hands-on IC