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Role Summary

We are seeking a data-driven and decisive Operations Manager to oversee daily operations, drive performance metrics, and lead a large-scale team toward operational excellence. The ideal candidate will have a proven track record of managing complex workflows, optimizing processes, and consistently meeting or exceeding stringent Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
Key Responsibilities

Operational Excellence & Delivery

• Direct and oversee day-to-day operations to ensure delivery against core performance metrics (e.g., CSAT, AHT, Quality, Shrinkage, and Attrition).
• Analyze operational data and performance dashboards to identify trends, forecast volumes, and implement immediate corrective actions when targets are at risk.
• Ensure full compliance with standard operating procedures, client requirements, and regulatory guidelines.

Team Leadership & Development

• Lead, mentor, and develop a team of Supervisors/Team Leaders, fostering a culture of accountability, high performance, and continuous improvement.
• Partner with Talent Acquisition and Training teams to ensure alignment on high-volume hiring profiles, onboarding effectiveness, and speed-to-proficiency for new hires.
• Conduct regular performance reviews, one-on-ones, and targeted coaching sessions to build leadership bench strength.

Stakeholder & Client Management

• Act as the primary operational point of contact for internal stakeholders and external clients regarding day-to-day performance.
• Prepare and deliver comprehensive performance reviews (e.g., WBRs, MBRs, QBRs) highlighting achievements, root-cause analysis for misses, and strategic action plans.
• Collaborate cross-functionally with Workforce Management (WFM), Quality Assurance (QA), and HR to optimize resource allocation and resolve operational bottlenecks.

Process Optimization

• Drive continuous improvement initiatives to streamline workflows, reduce operational costs, and enhance overall efficiency.
• Leverage operational technologies and reporting tools to automate tracking and improve real-time decision-making capabilities.

Qualifications & Requirements

• Experience: Minimum of 5-7 years of progressive operations management experience, preferably within a high-volume BPO, customer success, or fast-paced operational environment.
• Leadership: Demonstrated success in managing large teams (100+ frontline employees via indirect reports) and developing mid-level managers.
• Analytical Skills: Strong financial acumen and ability to interpret complex data to drive actionable business decisions.
• Communication: Exceptional verbal and written communication skills, with the ability to present technical or performance data clearly to senior management and clients.
• Technical Proficiency: Advanced proficiency in operational software, CRM platforms, and data visualization tools (e.g., Excel, Tableau, Workday).

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!