Operations Manager

Role & responsibilities

The Operations Manager will lead and manage large-scale international customer service operations to ensure exceptional service delivery, operational efficiency, and client satisfaction. This role requires strategic leadership, strong process governance, and the ability to drive transformation initiatives in a dynamic global environment.

Key Responsibilities

• Operational Leadership:
• Manage end-to-end operations for international voice/blended customer service processes.
• Ensure adherence to SLAs, KPIs, and compliance standards across multiple geographies.
• Performance Management:
• Drive metrics such as CSAT, FCR, AHT, Quality Scores, and Attrition.
• Implement continuous improvement initiatives to enhance productivity and customer experience.
• Client Engagement & Governance:
• Act as the primary point of contact for client escalations and governance meetings.
• Build strong relationships with stakeholders and ensure contractual obligations are met.
• People Management:
• Lead workforce planning, talent development, and succession planning for large teams.
• Foster a culture of high performance and employee engagement.
• Transformation & Innovation:
• Drive automation, digital tools, and process optimization initiatives.
• Implement best practices for operational resilience and risk management.

Skills & Competencies

• Strong leadership and team management skills.
• Expertise in international customer service operations (voice/blended).
• Excellent communication and stakeholder management abilities.
• Analytical mindset with proficiency in operational metrics and reporting.
• Exposure to digital transformation and automation tools preferred.

Education & Experience

• Graduate/Postgraduate degree in any discipline.
• Minimum 10 years of experience in BPO/Customer Service operations, with at least 5 years in a leadership role managing international processes.