Operations Manager – Contact Center

About the role

The Operations Manager will oversee daily operations in a contact‑center/BPO environment, develop frontline leadership, and support business growth. Acting as a trusted partner to internal stakeholders and external clients, the role ensures operational efficiency, continuous improvement, and sustainable results.

Key responsibilities

• Lead day‑to‑day operations, ensuring performance targets and service delivery standards are met.
• Manage, coach, and develop supervisors, subject‑matter experts and support staff.
• Monitor key performance metrics such as AHT, Quality, CES, Retention, Productivity, Adherence, Attendance and SLA compliance.
• Implement action plans focused on continuous improvement and operational performance enhancement.
• Maintain effective communication with clients, participating in business reviews and performance meetings.
• Analyze operational trends, proactively identify risks and opportunities, and prepare executive‑level reports.
• Coordinate training, coaching and development initiatives for operational teams.
• Support business growth initiatives, ramp‑ups and operational stabilization efforts.

Required profile

• Proven experience as an Operations Manager in a contact‑center or BPO environment.
• Experience managing international client accounts.
• Strong knowledge of operational and financial KPI management.
• Demonstrated success leading high‑performing, cross‑functional teams.
• Advanced English proficiency (required).
• Excellent communication, analytical, problem‑solving and client relationship management skills.