Position Overview

Operations Managers are responsible for overseeing the overall performance, efficiency, and strategic direction of support and operations teams. They ensure that business processes, service delivery, workforce performance, and operational standards are consistently aligned with company goals. This role requires strong leadership, analytical thinking, process improvement skills, and the ability to drive operational excellence across departments.

Key Duties and Responsibilities

Oversee daily operations and ensure departments are meeting performance, productivity, and service quality targets.

Develop, implement, and improve operational processes, workflows, and service standards.

Lead supervisors, team leaders, and support teams to ensure smooth and efficient business operations.

Monitor key performance indicators, operational reports, staffing needs, and service-level performance.

Identify areas for improvement and recommend strategies to increase efficiency, quality, and customer satisfaction.

Coordinate with senior management and other departments to align operations with business objectives.

Manage escalated operational concerns and ensure timely resolution.

Support workforce planning, performance management, coaching, and staff development initiatives.

Ensure compliance with company policies, procedures, quality standards, and client requirements.

Promote a culture of accountability, teamwork, continuous improvement, and service excellence.

Qualifications and Requirements

Strong leadership, management, and decision-making skills.

Excellent verbal and written communication skills.

Experience in operations management, customer service, BPO, support operations, or a related leadership role is an advantage.

Ability to analyze performance reports, identify trends, and implement process improvements.

Strong problem-solving, planning, organizational, and conflict-resolution skills.

Proficient in using computers, reporting tools, productivity software, and communication platforms.

Ability to manage multiple teams, priorities, and operational demands effectively.

Professional, results-driven, and detail-oriented.

Willingness to work on shifting schedules, weekends, or holidays when required.

Strong commitment to customer satisfaction, operational efficiency, and business excellence.