Senior operations manager

Responsibilities Oversee and manage the daily operations of multiple campaigns within the BPO environment. Lead, mentor, and support a team of four Operations Managers to achieve operational targets and KPIs. Drive performance management, employee engagement, and continuous improvement initiatives. Ensure service delivery standards, productivity, quality, and customer satisfaction targets are consistently met. Analyse operational reports and data to identify trends, risks, and opportunities for improvement. Develop and implement strategic operational plans aligned with company objectives. Maintain strong relationships with clients and internal stakeholders. Manage workforce planning, resource allocation, and operational efficiencies. Ensure compliance with company policies, procedures, and industry regulations. Handle escalations and support problem-solving across operations. Qualifications Minimum 5–7 years’ experience in a senior leadership role within the BPO/call centre industry. P...