About the role
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.
