We are seeking an experienced
Senior Operations Manager
to oversee our call center operations across multiple business lines, managing a total headcount of up to 200 employees.
This role requires strong leadership in operations, client management, new client implementations, quality, training, finance, and
commercial support
, ensuring sustainable growth and world-class service delivery.
Key Responsibilities
1.
Operations Management
- Oversee daily operations across multiple call center lines, ensuring SLAs, KPIs, and productivity goals are consistently met.
- Lead, coach, and support Supervisors, and frontline teams, fostering a culture of accountability and performance.
- Monitor and analyze operational metrics, identifying trends and implementing strategies to improve efficiency.
- Collaborate with Workforce Management to ensure accurate staffing and forecasting.
2.
Client Management
- Act as the primary point of contact for client stakeholders, ensuring alignment of business objectives.
- Provide regular business reviews, performance reports, and strategic updates to clients.
- Partner with clients to identify opportunities and implement tailored solutions.
3.
New Client Implementation Management
- Lead the
onboarding and implementation of new clients
, ensuring smooth transitions into operations.
- Develop and execute ramp-up plans, staffing strategies, and process documentation.
- Coordinate with cross-functional teams (Training, Quality, WFM, IT, HR) to ensure readiness for launch.
- Ensure successful handoff from implementation to steady-state operations.
4.
Quality Management
- Ensure adherence to quality standards across all lines, driving continuous improvement in customer interactions.
- Collaborate with QA teams to develop, implement, and monitor quality frameworks.
- Analyze QA results to identify trends, root causes, and coaching opportunities.
- Drive a culture of customer-centricity by embedding quality metrics into operational reviews.
- Implement corrective actions and quality initiatives to close performance gaps.
5.
Training & Development Management
- Partner with Training teams to design, deliver, and evaluate new-hire and ongoing training programs.
- Ensure training initiatives are aligned with client requirements and employee development needs.
- Track training effectiveness through performance metrics.
- Support training programs specific to
new client implementations and process transitions
.
6.
Finance Management
- Oversee operational budgets, ensuring efficient allocation of resources and cost control.
- Monitor financial performance, including revenue, margins, and operational expenses.
- Partner with Finance to forecast, plan, and manage P&L for assigned business lines.
- Implement financial controls and cost-optimization initiatives to support sustainable growth.
7.
Commercial Support / Business Development
- Partner with the Commercial/Sales team to support
business development initiatives
and client acquisition.
- Provide
operational insights and cost models
to strengthen proposals and RFP responses.
- Participate in client presentations and business pitches to demonstrate operational expertise.
- Identify upselling or cross-selling opportunities within existing accounts.
Qualifications
- Bachelor's degree in Business Administration, Operations Management, Finance, or related field (Master's preferred).
- 7+ years of experience
in call center operations, with at least
3 years in a senior leadership role
.
- Proven track record in
implementing and launching new client programs
, including onboarding, ramp-up, and transition to steady-state.
- Experience supporting
commercial/business development activities
, including RFPs, client presentations, and cost modeling.
- Demonstrated success managing up to 200 employees across multiple programs/lines.
- Strong background in operations, client management, financial oversight, quality assurance, and training.
- Excellent leadership, analytical, and communication skills.
- Solid knowledge of call center technology, WFM, financial controls, and performance management tools.