Operations Manager I
Core
Lead a team of Team Leaders to drive operational excellence, service quality, productivity, and customer experience metrics for clients and employees.
Role type
Operations Manager (People & Performance)
Builds
High-performing teams and operational processes
Domain
BPO / Contact Centre / Customer Service / Shared Services
Deliverable
client delivery
Required skills
Team leadership, stakeholder management, data analysis, process improvement, coaching, performance management
Preferred skills
Strategic decision making, culture building, problem solving
Technologies
None stated
Responsibilities
Lead and coach a team of Team Leaders, drive performance across service and quality metrics, build relationships with clients and stakeholders, analyse performance data and implement improvement plans, collaborate with HR, Training, Quality, WFM, and Recruitment, own operational success and continuously improve processes
Seniority
Individual Contributor, Management Level
