Operations Manager

**WE ARE HIRING FOR OPERATION MANAGER ROLE WITH OUR ORGANISATION**

Role & Responsibilities:

• End-to-end ownership of international voice telecom operations
  • Delivery of SLA, KPI, CSAT, AHT, FCR, NPS and contractual metrics
  • Shrinkage control through attendance governance, schedule adherence, and real-time management
  • Attrition management including RCA, retention planning, and engagement strategies
  • Coordination with WFM for forecasting, capacity planning, and staffing models
  • Handling customer & client escalations with RCA and corrective action plans
  • Driving daily huddles, weekly reviews, MBRs / QBRs
  • People management for Team Leads & Assistant Managers
  • Collaboration with QA, Training, Compliance for quality and audit readiness
  • Stakeholder and client communication for performance reviews and risk mitigation

Requirements:

Minimum 8 years overall BPO experience
• Minimum 2 years as Manager Operations
• Mandatory experience in international voice customer support telecom process
• Strong exposure to US / Canada telecom operations
• Hands-on experience in SLA management, shrinkage, attrition, WFM, and escalations
• Experience managing large team structures in a 247 environment

Interested candidate please share updated CV on [phone removed](SHARON DANIEL)