Operation Excellence Manager

Job Title: Operations Excellence Manager – Chat Support

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About the Role:

dynamic and strategic Operations Excellence Manager

This is more than a management role—it’s about driving transformation, building high-performing teams, and fostering a culture of continuous improvement.

Key Responsibilities:

• ✅ Oversee day-to-day chat operations to ensure seamless delivery and high-quality service.
• 👥 Lead and mentor a team of managers and team leaders, driving performance and accountability.
• 🚀 Manage shift planning, real-time floor operations, and daily performance reviews.
• 🔧 Address and resolve escalations swiftly and professionally across all levels.
• 📊 Track SLAs, quality metrics, and productivity KPIs to ensure consistent operational standards.
• 🧠 Conduct coaching sessions and capability-building workshops to enhance team effectiveness.
• 📉 Analyse CSAT, performance reports, and operational data to identify improvement areas.
• 💬 Support agents in resolving complex customer queries, ensuring first-contact resolution.
• 🏆 Instil a strong culture of performance excellence, process adherence, and team collaboration.
  

What We’re Looking For:

• 📌 Minimum

  8 years of BPO/KPO experience

  , specifically in

  chat support operations

  .
• 📌 Minimum

  5 years in a managerial role

  , leading large teams and multiple reporting layers.
• 🔍 Deep understanding of chat-based support processes, SLAs, KPIs, and performance management.
• 👤 Strong leadership, team coaching, and conflict resolution skills.
• 📈 Proficiency in using chat support tools, dashboards, and real-time monitoring systems.
• 💬 Excellent communication and stakeholder management abilities.
• ⚡ Resilience under pressure with a knack for quick, effective decision-making.
  

Preferred Qualities:

• 🌐 Experience managing

  multi-process teams

  in a

  24/7 global support

  environment.
• 📊 Strong data orientation and analytical thinking with the ability to turn insights into actions.
• 🎯 Exposure to

  performance improvement programs

  , Lean/Six Sigma practices, or quality frameworks.
• 🎉 Passion for people development and employee engagement strategies.
  

Why Join Us?

operational excellence and a people-first mindset

Ready to Lead with Purpose?

Apply now and take charge of operational excellence in a thriving, fast-paced environment.