Operations Manager

Job Description

Lead day-to-day call center operations, ensuring accurate, efficient service delivery in alignment with client SLAs and campaign expectations Collaborate cross-functionally with quality, training, workforce, recruitment, and IT teams to execute strategies that drive operational and performance outcomes Monitor team performance and real-time metrics (e.g, service levels, adherence, FCR, transfer rates), and lead coaching, feedback, and escalation processes to optimize results Maintain technology uptime and reliability by coordinating with IT and system support teams on CRM platforms, telephony systems, and contact center tools Produce accurate performance reports, summaries, and presentations, supporting internal reviews and client reporting with professionalism and insight Track and analyze KPIs regularly, identifying trends, performance gaps, and process inefficiencies; implement timely corrective actions to stay on target Serve as the main liaison with the client, ensuring expectations are understood, communicated effectively to teams, and operationalized consistently Stay current with industry regulations and technology trends to inform process improvements and ensure compliance in a regulated financial services environment Participate in key client engagements, including MBRs, calibration sessions, and operational reviews, ensuring follow-through on commitments and continuous improvement Promote a culture of inclusion, equity, and respect, upholding diversity across gender, caste, religion, and backgrounds while fostering a collaborative team environment