Operations Manager I

Lead and manage daily BPO customer service operations across multiple channels ensuring SLAs and financial targets are met.

Supervise Team Leaders, manage operational performance metrics including service level, speed of answer, quality, and NPS, and drive process improvements.

Handle client communications, workforce planning, and build a performance-driven culture with focus on employee engagement and development.

Bachelor's degree mandatory.

8–12 years of experience in BPO, contact center, customer service, service delivery, or operations management.

Minimum 3–5 years managing Team Leaders or supervisors in a customer service environment.

Experience managing international client service operations and proficiency with contact center metrics, workforce planning tools, and reporting platforms.

Experienced in handling large-scale, multi-channel BPO operations with international clients.

Strong operational and people management skills, including coaching and leadership development.

Data-driven with a focus on performance diagnosis, process improvement, and commercial understanding of cost and productivity metrics.