Operations Manager

About the role

The Operations Manager will lead a team of supervisors in a multichannel contact centre, driving cross‑functional collaboration and improving key performance metrics such as quality, conversion and customer satisfaction.

Key responsibilities

• Identify and drive initiatives to meet or exceed operational performance targets.
• Coach, motivate and develop supervisors and front‑line staff, ensuring high standards and employee engagement.
• Handle escalated customer concerns efficiently.
• Participate in cross‑functional meetings and communicate with support teams.
• Capture and share customer feedback with stakeholders.
• Measure customer satisfaction and develop responsive processes.
• Analyze process improvement opportunities and implement creative solutions.
• Maintain accurate performance documentation and conduct transparent disciplinary actions.
• Report on team progress, challenges and KPI results.
• Manage relationships with account managers and operational leaders.

Required profile

• Proven ability to manage multiple priorities, tasks and projects simultaneously.
• Strong analytical skills, including root‑cause analysis and linking behavior to results.
• Excellent verbal and written communication.
• Positive attitude, change leadership and professional demeanor.
• Experience managing multiple teams in a dynamic environment.

Required skills

• Proficiency with Microsoft Word, Excel and PowerPoint.