Operations Manager
Core
Lead and manage a team of 15–20 Service Associates to ensure service levels, targets, and client requirements are met in a BPO environment.
Role type
Operations Manager (BPO)
Builds
Service delivery operations for clients across Banking, Healthcare, Insurance, Shipping, and Travel industries
Domain
Business Process Outsourcing (BPO)
Required skills
Team leadership, performance management, process improvement, client relationship management, recruitment, financial analysis, cross-functional coordination, mentoring, reporting
Preferred skills
Experience with Agentic AI platforms, domain expertise in specific industries
Technologies
Agentic AI platforms, performance dashboards, capacity reporting tools
Responsibilities
Lead and manage a team of 15–20 Service Associates; Conduct team meetings, coaching sessions, and performance reviews; Monitor team performance and provide regular 1-on-1 coaching; Maintain optimal floor coverage; Partner with Operations and Client Leadership on business reviews; Recommend engagement and incentive initiatives; Support recruitment by interviewing candidates; Assist the Group Manager with operational responsibilities; Support special projects; Ensure compliance with client and company policies; Analyze performance and implement action plans; Monitor trends, financial performance, and account profitability; Lead, mentor, and develop Assistant Managers and Supervisors; Prepare performance dashboards and capacity reports.
Seniority
Senior, hands-on IC with team management
