Senior Operations Manager – BPO

About the role

The Senior Operations Manager will lead the performance, stability and continuous improvement of a BPO contact centre, acting as the single point of contact for the client and overseeing all operational communication with executive stakeholders.

Key responsibilities

• Lead and oversee end‑to‑end contact centre operations, ensuring service level, productivity, quality and customer satisfaction targets are met.
• Translate business objectives into clear operational plans, KPIs and execution strategies.
• Own operational performance reviews and ensure timely resolution of risks and performance gaps.
• Act as the primary Single Point of Contact (SPOC) for the client, leading business reviews, performance presentations and escalation management.
• Communicate complex operational data, risks and improvement plans to senior internal and external stakeholders.
• Build trusted partnerships with client executives through proactive, solution‑oriented communication.
• Lead, coach and develop Operations Managers, Team Managers and frontline leaders.
• Drive a high‑performance culture focused on accountability, ownership and continuous improvement.
• Partner with HR and Learning teams to support leadership development, engagement and retention.
• Drive data‑driven performance management through KPI analysis, root‑cause investigation and corrective action planning.
• Collaborate with Quality and Learning teams to improve agent capability, consistency and customer experience.
• Lead operational transformation initiatives, process improvements and change‑management efforts.
• Work with Workforce Management to ensure effective forecasting, staffing, scheduling and capacity planning.
• Balance operational performance with cost efficiency and scalability.

Required profile

• Minimum of 5 years progressive experience in contact centre operations, including senior leadership roles.
• Proven experience managing high‑volume, complex customer service environments.
• Exceptional communication and presentation skills with the ability to engage and influence client and internal executive‑level stakeholders.
• Demonstrated experience acting as SPOC for clients, managing escalations, performance reviews and strategic discussions.
• Strong analytical skills with the ability to translate data into clear executive insights.

Required skills