Operations Manager – Technical Support

About the role

The Operations Manager – Technical Support will lead a non‑exempt team delivering technical assistance in a call‑center environment. You will be responsible for day‑to‑day supervision, performance management, and ensuring service level targets are consistently met while maintaining strong client relationships.

Key responsibilities

• Supervise team leaders and their representatives, ensuring quality service delivery and adherence to corporate policies.
• Monitor, measure, report and analyze call‑center performance data to drive improvements.
• Address performance, behavior, and attendance issues using established performance‑management techniques.
• Oversee staffing, hiring, and onboarding processes.
• Provide subject‑matter expertise and lead regular team meetings.
• Communicate process and client changes to direct reports within required timelines.
• Develop team leads to achieve top performance and maintain excellent client relationships.

Required profile

• Bachelor’s degree (any field) preferred.
• Minimum 2 years experience as an Operations or Program Manager, preferably in technical support within a BPO setting.
• Strong understanding of employee motivation, key performance indicators, and performance‑driven behavior.
• Ability to work flexible schedules, including graveyard or shifting shifts.
• Willingness to work onsite at the Cyberpark location and start immediately.

Required skills