Senior Operations Manager

Job Summary:

Senior Operations Manager

Roles & Responsibilities:

• Lead and oversee the performance of

  multiple campaigns

  , ensuring goals and KPIs are consistently achieved.
• Directly manage

  Operations Managers

  ,

  Team Leaders

  , and campaign staff across functions.
• Monitor and manage

  workforce planning

  , staffing, training, and quality assurance across operations.
• Drive a culture of

  performance, accountability, and employee development

  by implementing strong coaching and feedback mechanisms.
• Collaborate with cross-functional teams and senior management to ensure alignment with company goals and client expectations.
• Maintain

  open communication channels

  between frontline employees and leadership to ensure transparency and trust.
• Serve as the escalation point for complex operational issues and ensure timely resolution.
• Guide Operations Managers in setting and meeting

  individual and team goals

  .
• Develop and implement

  process improvements

  that drive efficiency, scalability, and quality of service.
• Ensure strict adherence to company policies, compliance standards, and operational procedures.
• Support the Director of Operations in the development of policies and strategies to improve overall business performance.
• Build strong relationships with clients by delivering exceptional service and regularly reporting on performance metrics.

Qualifications & Requirements:

• Bachelor's Degree in Business Administration, Management, or a related field (preferred).
• Minimum of

  3 years experience

  in an operations leadership role, preferably in

  BPO / contact center environments

  .
• Proven experience managing large teams, with direct oversight of at least

  600 FTEs

  .
• Strong proficiency in

  MS Office

  and

  Google Workspace applications

  .
• Demonstrated ability to meet or exceed

  performance and client satisfaction goals

  .
• Excellent

  communication, customer service, and stakeholder management

  skills.
• Strong analytical and problem-solving capabilities; able to leverage data for decision-making.
• Ability to thrive in a

  high-pressure, fast-paced, and dynamic environment

  .
• Highly organized, results-driven, and adaptable to change.
• Professional demeanor with a

  resilient, positive, and team-oriented attitude

  .

Preferred Traits:

• Hands-on leader who leads by example and supports a

  #FrontlineFirst

  culture.
• Innovative thinker with the ability to drive business transformation.
• Passionate about

  employee development

  ,

  client success

  , and

  continuous improvement

  .
• Open to working flexible hours, including weekends or holidays, as needed to support operations.