pt is seeking a highly skilled and experienced Operations Manager to lead, develop, and optimize performance across multiple business units. This role requires a strategic thinker with strong leadership abilities, exceptional communication skills, and a proven track record in managing large-scale operations in the BPO/Customer Experience industry.

As an BPO Operations Manager, you will be responsible for driving operational excellence, ensuring KPIs and SLAs are consistently met, managing client relationships, and supporting our teams to achieve the highest levels of performance and customer satisfaction.

Key Responsibilities:

• Lead, coach, and develop operational teams to ensure performance targets are consistently achieved.
• Oversee daily operations, ensuring compliance with company standards, KPIs, SLAs, and client expectations.
• Analyze performance metrics, identify gaps, and implement data-driven strategies for improvement.
• Coordinate with cross-functional teams to support staffing, training, quality, and workforce management needs.
• Build and maintain strong client relationships, ensuring continuous communication and operational alignment.
• Manage budgets, forecasts, and operational planning to meet business goals.
• Ensure adherence to company policies, operational procedures, and industry best practices.
• Drive continuous improvement initiatives to enhance efficiency, customer satisfaction, and team performance.

Requirements:

• Native-level English fluency (C1 or higher) — essential.
• Proven previous experience as an Operations Manager in a BPO/Customer Service/Contact Center environment.
• Demonstrated success managing large teams and multiple accounts.
• Strong leadership, communication, and problem-solving skills.
• Excellent understanding of KPIs, SLAs, operational metrics, and performance management frameworks.
• Ability to multitask and work effectively under pressure in a fast-paced environment.
• Strong client-facing communication and negotiation skills.
• Proficiency with reporting tools, dashboards, and operational analysis.

What We Offer:

• Competitive compensation package
• Career growth opportunities within a global organization
• Structured onboarding and continuous development programs
• Dynamic, multicultural work environment
• Health, wellness, and performance incentive

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