Operations Manager (Customer Support / BPO)

Oversee all aspects of daily operations at the Project, leveraging deep operational expertise to resolve challenges, and ensure seamless service delivery;

Monitor and analyze performance metrics (KPIs like QA, TPH, FRT, AHT), taking proactive measures to improve results, identify trends and risks;

Ensure contractual obligations and KPIs are met or exceeded;

Lead, coach, and develop Team Leaders, Senior Team Leaders to maximize performance and engagement;

Participate regular business reviews, providing data-driven insights and recommendations;

Prepare and deliver performance reports for internal stakeholders. Provide actionable insights based on data to drive continuous improvements;

Collaborate with the workforce management and analytics teams to optimize reporting. Ensure proper workload distribution, staffing and shifting to meet business needs;

Collaborate with HR and L&D to develop training and growth plans for Team Leaders, Senior Team Leaders and Agents;

Work closely with the Quality Assurance team to maintain high service quality and compliance with client requirements;

Develop and implement strategies to optimize efficiency and quality.

2+ years of experience in an Operations Manager, Senior Team Lead, or similar leadership role within customer support, BPO, delivery, or e-commerce projects;

Strong understanding of outsourcing contact center operations and performance management processes;

Proven ability to manage team performance, operational KPIs, and daily workflow execution;

Strong organizational and analytical skills with a structured and data-driven approach to decision-making;

Experience in leading teams, coordinating cross-functional communication, and ensuring operational stability;

Excellent communication, leadership, and problem-solving skills;

English — Advanced level (С1) verbal and written.