Senior Operations Manager

We're hiring a results-driven Senior Operations Manager to lead call center operations, drive efficiency, develop teams, and align service delivery with business goals. Proven experience in operational excellence and continuous improvement is essential.

Position Summary

We are seeking a dynamic and results-driven Senior Operations Manager to lead and optimize daily operations within a high-paced call center environment. This leadership role requires an individual with a proven track record in operational excellence, people development, and continuous improvement. The ideal candidate will be responsible for overseeing multiple teams, enhancing service delivery, driving efficiency, and aligning operations with broader business goals.

Key Responsibilities

Strategic & Operational Leadership

• Design and execute operational strategies to improve performance, enhance service quality, and ensure alignment with organizational objectives.
• Conduct performance and resource planning assessments, cost/benefit analysis, and capacity modeling to support informed decision-making.
• Utilize KPIs and analytics to assess and report on operational effectiveness and identify areas for process improvement.

People & Performance Management

• Lead, coach, and support front-line managers and supervisors, promoting a high-performance culture across operational teams.
• Oversee workforce planning, training, development, and performance evaluations to ensure team readiness and accountability.
• Establish clear performance metrics and ensure staff are aligned with company values, expectations, and customer service goals.

Process & Quality Improvement

• Champion continuous improvement initiatives, leveraging data insights, industry best practices, and innovative technologies.
• Develop and manage action plans to address gaps in service quality, process inefficiencies, or compliance shortfalls.
• Implement quality assurance measures and process re-engineering strategies to optimize workflow and reduce costs.

Customer Experience

• Ensure that customer needs are met or exceeded through prompt resolution of issues, operational efficiency, and proactive service enhancements.
• Foster a customer-first mindset among teams and reinforce the importance of excellent service delivery at every touchpoint.

Compliance & Governance

• Maintain full compliance with internal policies, safety standards, and regulatory requirements.
• Safeguard the confidentiality of sensitive data and uphold ethical standards in all operational practices.
• Leadership & Influence: Strong leadership presence with ability to inspire and drive results through others.
• Analytical Thinking: Proficiency in interpreting data, forecasting trends, and translating metrics into actionable insights.
• Operational Acumen: Solid understanding of contact center systems, workforce management tools, and service workflows.
• Communication: Exceptional written and verbal communication skills, capable of engaging at all levels of the organization.
• Project & Change Management: Demonstrated experience in leading process improvement, transformation, or optimization initiatives.

Core Competencies 

• Leadership & Influence: Strong leadership presence with ability to inspire and drive results through others.
• Analytical Thinking: Proficiency in interpreting data, forecasting trends, and translating metrics into actionable insights.
• Operational Acumen: Solid understanding of contact center systems, workforce management tools, and service workflows.
• Communication: Exceptional written and verbal communication skills, capable of engaging at all levels of the organization.
• Project & Change Management: Demonstrated experience in leading process improvement, transformation, or optimization initiatives.

Qualifications & Experience

• Minimum of 5 years’ experience in customer operations, contact center management, or related service-driven environments.
• At least 2 years in a senior leadership role, with demonstrated success in managing people and performance in a high-volume setting.
• Bachelor’s degree in Business Administration, Operations, or a related field; postgraduate qualifications or professional certifications (e.g., PMP, Lean Six Sigma) are an asset.
• Advanced proficiency in Microsoft Office Suite, particularly Excel.
• Willingness to work flexible hours as required by business demands.

Why Join Us?

This is an exciting opportunity for a seasoned professional to shape operational strategy and drive meaningful impact in a customer-centric organization. If you're a proactive leader passionate about excellence and innovation, we encourage you to apply.