Operations Manager – Team Leadership & Performance

About the role

We are looking for an Operations Manager to lead performance, develop leaders and ensure our operations meet client and internal standards. The role involves overseeing multiple teams, driving KPI tracking and fostering a culture of continuous improvement.

Key responsibilities

• Define, refine and communicate role expectations for all positions on a quarterly basis.
• Facilitate leadership training for new leaders and reinforce the model across all managers.
• Develop and maintain KPI reports to track progress for production and supervisory teams.
• Update the People Analyzer for direct reports weekly and lead weekly team meetings to review performance, conduct root‑cause analysis and recognize strong results.
• Conduct one‑on‑one coaching sessions with each leader, focusing on performance, expectations and job satisfaction.
• Participate in hiring, internal promotions and interview evaluations.
• Facilitate quality calibration meetings with clients and resolve identified issues.
• Set expectations for support departments, monitor performance and recommend technology or tool improvements.
• Oversee onboarding and offboarding processes, assess training effectiveness and provide feedback to recruiting.
• Review disciplinary actions for consistency with company values and manage client escalations promptly.

Required profile

• Strong English communication skills, both written and verbal.
• Bachelor’s degree in any field.
• Minimum 4 years of leadership and people‑management experience.
• At least 5 years of experience in the BPO industry.
• Minimum 3 years of experience as an Operations Manager.
• Proven track record in managing teams and delivering results.

Required skills