Operations Manager – Call Center (Telecom)

About the role

The Operations Manager will oversee the profitability and performance of a telecom call‑centre program, ensuring that client KPIs, service standards and staffing ratios are consistently met. This role requires bilingual communication in French and English and a strong focus on operational excellence.

Key responsibilities

• Maintain profitability by achieving client‑specified KPIs and targets.
• Monitor queue performance and sales metrics, applying coaching and consequence management as needed.
• Ensure staffing ratios align with forecasted call volumes and coordinate with Workforce for scheduling, overtime and attrition management.
• Uphold company and client policies, overseeing attendance, schedule adherence and workplace decorum.
• Recognise top performers, manage incentive payouts and conduct performance appraisals.

Required profile

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

Required skills

• Proficiency with MS Office (Word, Excel, PowerPoint).
• Experience using call‑centre platforms such as CMS/IEX, Baleen and Blue Pumpkin.

What we offer

• Opportunity to lead a high‑performing team in a dynamic telecom environment.
• Professional development and succession‑planning pathways.