Operations Manager – Telecom Account

About the role

We are looking for an Operations Manager to lead the Telco account’s call‑center program. The role focuses on driving profitability, ensuring service quality and managing a high‑performing team that supports our client’s key performance indicators.

Key responsibilities

• Monitor program profitability and meet client‑defined KPIs and targets.
• Oversee daily operations, including queue monitoring, adherence to service metrics and timely issue resolution.
• Maintain optimal staffing levels by coordinating with Workforce Management, forecasting call volume and managing overtime requirements.
• Enforce company and client policies on attendance, scheduling and workplace conduct.
• Lead performance management through coaching, appraisals, disciplinary actions and recognition programs.
• Design and implement incentive schemes to boost floor performance.
• Communicate all company and client updates promptly to the program team.

Required profile

• Bachelor’s degree.
• 2–3 years of experience in call‑center operations, customer service, BPO or telecommunications in an assistant‑manager or manager capacity.
• Proven ability to manage teams, staffing and performance metrics.

Required skills

• Proficiency with MS Office applications.
• Experience using call‑center specific software such as CMS or IEX.
• Strong knowledge of call‑center operational processes.