Operations Manager

Former employee of Teleperformance – not eligible for rehire, either direct or through a third party

Job Summary

The Operations Manager provides strategic and operational leadership for CE support functions, ensuring scalable delivery, strong leadership pipelines, and sustained service quality. The role owns end-to-end operational outcomes while aligning people strategy, performance, and client expectations.

Key Responsibilities:

• Lead multiple CE teams and Assistant Managers across Tier 1–3 operations.
• Own overall performance against SLAs, CSAT, quality, cost, and people metrics.
• Drive operational strategy, continuous improvement, and efficiency initiatives.
• Serve as senior escalation point for critical operational, client, or delivery risks.
• Partner with senior stakeholders across Recruitment, HR, Workforce, QA, and Product.
• Champion leadership development and succession planning across CE operations.

• Bachelor’s degree or equivalent experience.
• Minimum 24 months of experience as an Operations Manager or equivalent.
• Proven experience managing large BPO teams and multi-layer leadership structures.
• Strong background in performance management, governance, and service delivery.
• Strong technical background in BPO (Must have)

• Strategic leadership and execution
• Cross functional stakeholder management
• Business and performance analytics
• Change and risk management

Recruitment Process : Recruitment Interview, Assessment, Hiring Manager Interview, Final Interview (Program VP - TBC).

Expected salary: