Operations Manager (Contact Center)

About the role

The Operations Manager leads a team of supervisors and contact‑center agents, ensuring daily operations meet and exceed client expectations. This role focuses on coaching staff, fostering a positive work environment, and maintaining compliance with business policies and legal requirements.

Key responsibilities

• Guide and develop Team Supervisors and contact‑center employees to achieve performance, production, and quality goals.
• Analyze call‑list data, prepare reports, and implement program changes to meet client objectives.
• Conduct regular performance reviews, provide feedback, and resolve operational issues.
• Manage rewards, recognition programs, and employee engagement activities.
• Collaborate with internal departments such as Training, Recruiting, HR, and IT to support client programs.
• Monitor quality sessions, ensure accurate performance metrics, and drive continuous improvement.

Required profile

• College degree or equivalent experience.
• Minimum 3 years of supervisory or management experience, preferably in a BPO or contact‑center environment.
• Strong knowledge of contact‑center operations and internal systems.
• Excellent interpersonal, verbal, and written communication skills in English.
• Analytical mindset with sound judgment and deadline‑oriented time‑management abilities.

Required skills

• Proficiency in Microsoft Word.
• Advanced Excel skills, including spreadsheet design and maintenance.