Operations Manager

About the Role

The Operations Manager oversees all facets of operational delivery, ensuring client satisfaction, optimizing team efficiency, and achieving financial objectives for assigned programs. Collaborating with diverse teams, this role focuses on resource optimization, compliance adherence, continuous process enhancements, and cultivating a high-performance work culture.

Key Responsibilities

• Collaborate with Workforce Management to align staffing strategies, improving occupancy rates, minimizing shrinkage, and maintaining schedule adherence.
• Accurately forecast business demands and capacity to guarantee the right personnel are allocated effectively and economically.
• Maintain regulatory, contractual, and internal policy compliance, spearheading quality assurance initiatives and supporting audits.
• Serve as the main operational liaison for clients, managing business reviews, presenting performance insights, and strengthening client relationships.
• Create real-time management dashboards and reports; analyze trends to inform data-driven leadership decisions and utilize predictive analytics.
• Lead continuous improvement efforts, including Lean and Six Sigma projects, focusing on process automation, standardization, and fostering innovation.
• Coach and develop leadership across organizational levels, managing team performance, enhancing employee engagement, and building leadership depth.
• Coordinate with HR, Finance, IT, and other support functions to ensure alignment on cross-functional priorities and stakeholder management.
• Identify operational risks, implement mitigation strategies, uphold governance standards, ensure business continuity, and handle escalations effectively.
• Manage project transitions including migrations, pilots, and change initiatives, ensuring smooth implementation and program stabilization.

Performance Metrics

• Revenue targets and P&L performance
• Productivity metrics such as contacts per FTE and occupancy percentage
• Schedule adherence and shrinkage control
• Accuracy in forecasting and sales conversion rates
• Revenue per FTE and per call metrics
• Customer-related KPIs: save rate, churn, first call resolution, customer satisfaction, NPS
• Handling efficiency measures like average handle time and service level
• Quality and compliance scores, attrition rate, and employee engagement levels

Qualifications & Experience

• Graduation in any discipline; MBA preferred
• 7 to 12 years of experience in BPO or call center operations
• At least 3 to 5 years in managerial roles overseeing large teams and complex programs
• Extensive experience managing US-based processes and client engagements
• Demonstrated success in driving operational performance and impacting P&L
• Lean or Six Sigma certification is a valuable plus

Key Skills & Competencies

• Operational excellence and robust performance management capabilities
• Workforce management alongside precise capacity planning
• Expertise in data analytics and business intelligence tools
• Strong client relationship and stakeholder management skills
• Proven people leadership and talent nurturing abilities
• Analytical thinking combined with strategic decision-making
• Talent in managing change and fostering continuous improvement
• Financial literacy including cost control and budgeting