Operations Manager – Technical Support

About the role

The Operations Manager – Technical Support will oversee the day‑to‑day functional supervision of a non‑exempt work group, ensuring high‑quality service delivery for clients and aligning team performance with corporate policies.

Key responsibilities

• Manage performance of team leaders and their representatives, ensuring service level goals and productivity are met.
• Monitor, measure, report and analyze call‑centre data to drive performance improvements.
• Handle staffing, hiring, attendance and performance‑management issues using prescribed techniques.
• Maintain excellent client relationships and continuously improve overall service quality.
• Conduct regular team meetings and communicate process or client changes promptly.
• Develop team leads to ensure top performance and provide subject‑matter expertise.
• Resolve escalations and guide junior team members on technical issues.
• Ensure optimum productivity and service‑level targets are consistently achieved.

Required profile

• Bachelor’s degree (any field) preferred with at least 2 years experience as an Operations/Program Manager, preferably in technical support within a BPO setting.
• Up‑to‑date management skills, strong communication, leadership and customer‑service abilities.
• Strong understanding of key performance indicators and ability to drive appropriate behaviour.
• Excellent organizational, time‑management and interpersonal skills.
• Ability to work flexible schedules, including graveyard or shifting shifts.
• Willingness to work onsite at the Cyberpark location and start immediately.

Required skills

• Internet connectivity troubleshooting
• Data analysis and reporting