Operations Manager – Call Center (Telecom)

About the role

The Operations Manager will oversee the profitability and performance of our telecom call‑centre programs. You will ensure that client KPIs, staffing ratios, and service standards are consistently met while fostering a professional and motivated team.

Key responsibilities

• Maintain company‑set staffing ratios and align manpower with forecasted call volumes.
• Monitor queues and sales metrics, applying coaching and consequence management to achieve client‑specified targets.
• Enforce company and client policies, including attendance, schedule adherence, and workplace decorum.
• Coordinate with Workforce Management to handle leaves, absences, attrition, overtime, and peak‑volume spikes.
• Recognise top performers, manage incentive payouts, and support succession planning through performance appraisals.

Required profile

• Bilingual proficiency in French and English.
• Bachelor’s degree, preferably in Business or Management.
• 2‑3 years of experience in call‑centre operations, BPO, or telecommunications in an assistant‑managerial or managerial role.
• Strong client‑relation, leadership, and project‑management abilities.

Required skills

• MS Word
• MS Excel
• MS PowerPoint
• Call‑centre software such as CMS/IEX, Baleen, Blue Pumpkin