Operations Manager

We are seeking an experienced Operations Manager to oversee and enhance our operational processes within the BPO/BPM sector. The ideal candidate will have a strong background in managing contact center operations, ensuring that service level agreements (SLAs) and key performance indicators (KPIs) are met consistently. This role requires a strategic thinker who can lead teams effectively and drive performance improvements across various operational metrics. Key Responsibilities: - Manage day-to-day operations of the contact center, ensuring optimal performance and adherence to SLAs. - Develop and implement operational strategies that enhance efficiency and productivity. - Monitor and analyze KPIs to identify areas for improvement and implement corrective actions as necessary. - Lead and mentor a team of operations staff, fostering a culture of continuous improvement and high performance. - Collaborate with other departments to ensure seamless operations and customer satisfaction. - Prepare and present operational reports to senior management, highlighting performance trends and areas for development. Required Skills: - Proven experience as an Operations Manager or similar role in the BPO/BPM industry. - Strong understanding of SLAs and KPIs relevant to contact center operations. - Excellent leadership and team management skills. - Ability to analyze data and make informed decisions. - Strong communication and interpersonal skills. - Proficiency in operational management software and tools. If you are a results-driven professional with a passion for operational excellence, we invite you to apply for this exciting opportunity to make a significant impact in our organization.