Operations Manager

Job Description:

• Lead and manage daily operations of the contact center, ensuring service levels, quality standards, and KPIs are consistently met or exceeded.
• Review and analyze operational data and trends to drive informed decision-making and strategic planning.
• Coach, mentor, and develop team members to maximize performance, engagement, and professional growth.
• Conduct workforce planning and capacity management to meet staffing requirements.
• Maintain proactive supplier engagement, track supplier issues, and ensure timely and effective resolution.
• Prepare and present operational reports to senior leadership with actionable insights and recommendations.
• Uphold compliance with internal SOPs, data security protocols, and documentation standards.

Qualifications:

• Candidate must have a Bachelor's/College Degree.
• Minimum of 5 years experience as an Operations Manager in a BPO/contact cent...