Operations Manager

Job Summary

A company is looking for an Operations Manager in a call center/BPO setting.

Key Responsibilities

• Lead daily performance of frontline teams, ensuring quality, productivity, and service standards
• Conduct audits, call monitoring, and performance reviews with coaching and action plans
• Analyze operational metrics to identify risks, root causes, and improvement opportunities

Required Qualifications

• Bachelor's degree in Business Administration, Management, Economics, or a related field
• At least 5 years of experience in a BPO or call center customer service setting, with at least 3 years in operations leadership
• Proven track record of leading, coaching, and managing team performance in a fast-paced, metrics-driven environment
• Ability to manage multiple priorities effectively while maintaining high operational standards
• Flexible and willing to support a 24/7 operation, including handling escalations as needed