Senior Operation Manager (BPO/Call Center Experienced)

Requirements :

• 5-7 years of working experience in BPO/contact center experience is a must.

• Minimum 3-5 years managing operations in a BPO/contact center environment.

• Experience in a leadership role in a large contact center setting with extensive client and senior management interface.

• High fluency in English both oral and written (Minimum C1 EFSET).

• Strategic thinker and tactical implementer.

• Possess senior management leadership abilities and skill.

• Has the ability to build teams and manage operational, organizational and financial elements.

• Demonstrated experience coaching and developing individuals.

• Demonstrated success managing new initiatives while meeting operating and budgetary requirements.

• Must have strong technical, project management, implementation and process improvement skills.

• General business acumen, including reporting and analysis, presentation skills, and organizational abilities.

Key Responsibilities

• Service Level Agreements (SLAs): Own service levels, quality scores, productivity metrics, and overall cost efficiency across one or multiple accounts or sites.

• Client Relationship Management: Lead working-level client engagements, run weekly and monthly operational reviews, and handle escalations.

• People and Team Leadership: Supervise and mentor operations managers and team leads, oversee talent retention, and conduct performance evaluations.

• Workforce Planning: Plan shift schedules, manage staff shrinkage, and forecast capacity alongside workforce management (WFM) teams.

• Financial Oversight: Control operating costs, manage account budgets, and drive profitability relative to client contracts.