Operations Manager

Position Title:

Operations Manager

Work Setup:

Onsite

Work Schedule:

Night Shift

Target Start Date:

May 3, 2026

Company Overview

Our focus is on operational excellence, continuous improvement, and creating meaningful career opportunities for our employees.

Position Overview

We are seeking a skilled and results-driven Operations Manager with strong call center experience to join our team. This role requires a leader who can effectively manage day-to-day operations while supporting recruitment efforts and ensuring seamless delivery across both voice and non-voice customer service functions.

The ideal candidate has 2–3 years of experience in operations management, a solid understanding of recruitment processes, and proven ability to design, implement, and monitor KPIs and performance standards. This individual will play a critical role in driving team performance, operational efficiency, and service quality.

• Oversee daily BPO operations, ensuring smooth execution of both voice and non-voice customer service activities
• Develop, implement, and monitor KPIs, SLAs, and performance metrics to ensure operational excellence
• Lead, coach, and manage CSR teams to achieve productivity and quality targets
• Collaborate with the recruitment team to support hiring needs, including profiling, screening alignment, and onboarding readiness
• Analyze performance data and generate reports to identify trends, gaps, and opportunities for improvement
• Establish and enforce standard operating procedures (SOPs) and best practices
• Drive continuous improvement initiatives to enhance efficiency, quality, and customer satisfaction
• Handle escalations and ensure timely resolution of operational and client-related concerns
• Maintain strong communication with internal stakeholders to align operational goals and priorities
• Ensure compliance with company policies, client requirements, and industry standards

• Bachelor’s degree in Business Administration, Management, or a related field (preferred but not required)
• 2–3 years of experience as an Operations Manager in a BPO or call center environment
• Proven experience managing both voice and non-voice support teams
• Background or exposure to recruitment processes is highly preferred
• Strong knowledge of KPI creation, performance management, and reporting
• Excellent leadership, coaching, and team management skills
• Strong analytical and problem-solving abilities
• Effective communication skills (written and verbal)
• Ability to work in a fast-paced, dynamic environment
• Proficiency in Microsoft Office and/or Google Workspace
• Strong organizational and time management skills

• Competitive salary package (based on experience)
• Night shift differential (if applicable)

30 / 60 / 90 Days Success Measures

First 30 Days:

• Gain full understanding of operations, team structure, and client requirements
• Build rapport with team members, recruiters, and key stakeholders
• Assess current workflows, KPIs, and performance baselines
• Identify immediate operational gaps and quick-win improvements
• Begin active involvement in recruitment alignment and onboarding processes

First 60 Days:

• Implement refined KPIs and performance tracking systems
• Establish consistent reporting cadence for team and leadership
• Improve team productivity and adherence to operational standards
• Strengthen collaboration with recruitment to ensure quality hires
• Begin coaching and developing team leads and CSRs for performance improvement

First 90 Days:

• Achieve measurable improvements in key performance metrics (e.g., productivity, quality, SLA adherence)
• Fully stabilize operations with optimized workflows and SOPs
• Build a high-performing, accountable team culture
• Demonstrate strong ownership of both operations and recruitment alignment
• Present strategic recommendations for scaling and continuous improvement