Operations Manager

Lead and manage a team of 1520 Service Associates ensuring performance productivity and compliance with company policies.
Conduct team meetings coaching sessions and performance reviews to support employee growth.
Monitor team performance and provide regular 1-on-1 coaching and feedback.
Maintain optimal floor coverage and ensure smooth daily operations.
Communicate process updates client requirements and company announcements to the team.
Partner with Operations and Client Leadership on business reviews and operational concerns.
Recommend engagement and incentive initiatives to improve team performance.
Support recruitment by interviewing and assessing candidates for agent-level positions.
Assist the Group Manager with operational responsibilities and take over during their absence.
Support special projects and other business requirements.

Qualifications :

Minimum of 8 years experience entailing BPO particularly in domain accounts

Key Role Responsibility

Ensures service levels targets and client requirements are met.
Manages client relationships and provides regular performance updates.
Analyzes performance and implements process improvements and action plans.
Ensures compliance with client and company policies and procedures.
Coordinates with cross-functional teams to resolve operational issues.
Monitors trends financial performance and account profitability.
Leads mentors and develops Assistant Managers and Supervisors.
Manages priorities delegates tasks and ensures timely completion.
Prepares performance dashboards capacity reports and other reports.
Drives team engagement through coaching team-building and recognition activities.

Additional Information :

Benefits and Company Perks:

Structured career path
Growing and expanding team more internal career progression opportunities for all
Safe work environment
Free HMO coverage from day 1 including your domestic partner
Skills training opportunities
Paid leaves

Remote Work :

No

Employment Type :

Full-time