Operations Manager

Job description

• Team & Performance Management Lead and manage teams to achieve operational excellence, ensuring key performance indicators (KPIs) like CSAT, AHT, and SLA adherence are met.
• Process Optimization & Strategy Identify areas for process improvement, implement best practices, and drive efficiency to enhance customer experience and operational success.
• Stakeholder & Client Management Act as a key liaison between clients, leadership, and internal teams, ensuring smooth communication and service delivery.
• People Development & Training Mentor and coach team members, conduct performance evaluations, and drive employee engagement for a high-performing workforce.
• Compliance & Quality Assurance Ensure adherence to company policies, industry regulations, and quality standards to maintain service excellence in an international BPO environment.