Operations Manager

We are seeking an experienced Operations Manager to oversee and enhance our operational processes. The ideal candidate will be responsible for monitoring key performance indicators (KPIs) and ensuring that performance metrics align with organizational goals. This role requires a strong focus on workforce management, including forecasting and optimizing resource allocation to meet service level agreements (SLAs). The Operations Manager will also play a crucial role in process improvement initiatives aimed at increasing efficiency and reducing costs. Responsibilities include analyzing performance data, managing attrition rates, and implementing strategies to improve customer satisfaction (CSAT) scores. The successful candidate will have a proven track record in managing operational performance, with a deep understanding of metrics such as average handling time (AHT) and shrinkage. Strong leadership and communication skills are essential, as this role involves collaborating with various teams to drive operational excellence. If you are passionate about optimizing operations and have the skills to lead a team towards achieving high performance, we encourage you to apply.