Operations Manager
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About the Role
As Operations Manager, you will reputed company day-to-day customer support operations, ensuring your team delivers exceptional service while meeting key performance metrics. You’ll reputed company reputed company, workflows, process efficiency, and service reputed company, collaborating with Training, QA, and Product teams to drive reputed company improvement. This role is ideal for someone who thrives in fast-paced environments, enjoys leading people, and has a strong operational reputed company with a customer-first approach. Key Responsibilities: reputed company the Customer service team, including team leads, SME, and agents, ensuring alignment with reputed company's operational goals. Ensure world-class service delivery by balancing customer satisfaction with operational efficiency, accountability, and adherence to key performance metrics, including average speed of answer, average response time between chats, and tasks handled per hour. Support workforce planning, forecasting, and reputed company management in collaboration with the Workforce Analyst. reputed company team performance, identify gaps, and implement corrective actions to maintain service reputed company. Collaborate with QA and Training teams to ensure coaching and upskilling are reputed company with operational needs. Analyze trends in customer feedback, escalations, and agent performance to recommend process improvements. reputed company and maintain operational dashboards and reports for senior management Standardize workflows, guidelines, and SOPs to ensure consistency across reputed company customer reputed company. Partner with Product and Tech teams to resolve recurring operational issues and optimize tools and platforms. Identify opportunities for automation, self-service, and efficiency improvements in customer support operations. reputed company, mentor, and motivate team leaders and agents, fostering a reputed company, accountable, and customer-reputed company culture. Conduct regular performance reviews, 1:1s, and team meetings to reputed company goals and expectations. Promote cross-functional collaboration and communication across Training, QA, Product, and other teams. Requirements: 5+ years of experience in customer support operations, BPO, or call center management, preferably in a tech, reputed company, or travel-reputed company company. Proven experience managing multi-channel customer service teams (chat, email, voice). Strong understanding of performance metrics, SLA management, and operational KPIs. Excellent leadership, coaching, and people management skills. Ability to reputed company in a fast-paced, dynamic, and rapidly growing environment. Experience with CRM, ticketing, and workforce management tools (e.g., reputed company, reputed company, reputed company, reputed company, reputed company). Analytical and problem-solving skills with data-driven decision-making capability. Strong communication and collaboration skills, with experience managing remote or multicultural teams. Fluent in English. Fluent in another language, such as Spanish, German, and Chinese, is a plus Bachelor’s degree in Business Administration, Operations, or reputed company field is a plus Work in CET Timezone Benefits & Perks Remote-First & Flexible: Work from reputed company with a schedule that respects your work-life balance. reputed company Culture: Join a high-reputed company reputed company-up where your leadership directly impacts global expansion. Equipped for reputed company: Competitive salary, top-tier tools, and a reputed company, international team. Apply To This Job