Operations Manager (BPO)

The Operations Manager is a strong people leader who drives optimal team performance. They oversee the performance and development of Team Leads, enabling them to excel. In close collaboration with the Customer Services Manager, they translate operational needs into concrete plans covering planning, forecasting, and budget.

Working alongside the Product & Performance Manager and Customer Services Manager, the Operations Manager ensures departmental strategies and goals are implemented at the operational level. They are accountable for outcomes within their area of responsibility and act as the account manager for local markets, maintaining productive relationships.

1. People Management - Responsible for the performance and development of Team Leads. Builds trust and positive work relationships, fosters a safe and open environment, and creates a learning culture that drives engagement and productivity.
2. Operations Management - Accountable for achieving operational goals and service levels within the area of responsibility. Supports the Product & Performance Manager and Customer Service Manager in shaping departmental strategy, and translates it into clear tactical and operational plans. Ensures processes and procedures are understood across operations, proactively seeks efficiency improvements, and collaborates with stakeholders to enhance reporting systems and tools.
3. Account Management - Builds and maintains strong relationships with local markets and key clients, developing a clear understanding of their business and needs.
4. Continuous Improvement - Identifies and addresses process issues, proposes improvements, and manages internal projects to enhance efficiency.

• Proven experience in a call center, customer care management, or a similar position.
• Experience in a commercial and service-oriented company is required.
• Knowledge of management principles and familiarity with company products, services, and policies.
• Knowledge of performance evaluation methods and customer service metrics.
• Solid understanding of reporting and budgeting procedures.
• Proficiency in MS Office and call center equipment/software programs.
• Higher professional education or equivalent; an advanced degree in a relevant discipline is appreciated.
• Proficient in written and spoken English.