Operations Manager
Core
Lead and manage a team of 15–20 Service Associates to ensure service levels, targets, and client requirements are met in a BPO environment.
Role type
Operations Manager (BPO)
Builds
Service delivery operations for clients across Banking, Healthcare, Insurance, Shipping, and Travel industries
Domain
Business Process Outsourcing (BPO)
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Team leadership, performance management, process improvement, client relationship management, recruitment, financial analysis, cross-functional coordination, mentoring, reporting
Preferred skills
Experience with Agentic AI platforms, domain expertise in specific industries
Technologies
Agentic AI platforms, performance dashboards, capacity reporting tools
Responsibilities
Lead and manage a team of 15–20 Service Associates; Conduct team meetings, coaching sessions, and performance reviews; Monitor team performance and provide regular 1-on-1 coaching; Maintain optimal floor coverage; Partner with Operations and Client Leadership on business reviews; Recommend engagement and incentive initiatives; Support recruitment by interviewing candidates; Assist the Group Manager with operational responsibilities; Support special projects; Ensure compliance with client and company policies; Analyze performance and implement action plans; Monitor trends, financial performance, and account profitability; Lead, mentor, and develop Assistant Managers and Supervisors; Prepare performance dashboards and capacity reports.
Seniority
Senior, hands-on IC with team management
