Operations Manager Customer Service (BPO)

About the job Operations Manager Customer Service (BPO)

Position: Operations Manager Customer Service (BPO)
Number of hours: 40 Hrs/week
Schedule: TBD

Job Summary:

We are seeking an experienced Operations Manager to lead and oversee our customer service operations in a fast-paced BPO environment. The ideal candidate will be responsible for managing daily operations, ensuring service quality, optimizing efficiency, and driving team performance to meet business and client objectives.

Key Responsibilities:

• Oversee the daily operations of customer service teams, ensuring efficiency and high-quality service delivery.
• Develop and implement strategies to improve overall operational performance and achieve KPIs such as CSAT, SLA, AHT, and FCR.
• Monitor and analyze key performance metrics, identifying areas for improvement.