VXI Global Solutions is seeking an experienced and results-driven Operations Manager to lead and oversee operations for a telecommunications account. The successful candidate will be responsible for driving operational performance, ensuring excellent customer experience, developing leadership teams, and achieving business objectives in a fast-paced BPO environment.
Key Responsibilities
- Oversee daily operations to ensure performance targets, service levels, and client expectations are consistently met.
- Lead, coach, and develop Team Leaders and operational teams to maximize productivity and performance.
- Monitor key performance indicators (KPIs), including customer satisfaction, quality, productivity, attendance, and service levels.
- Analyze operational data, identify performance gaps, and implement effective action plans for continuous improvement.
- Maintain strong client relationships through regular business reviews, performance updates, and effective communication.
- Ensure compliance with client requirements, company policies, and operational procedures.
- Manage staffing requirements, resource allocation, attrition, and employee engagement to support business needs.
- Collaborate with Quality Assurance, Training, Workforce Management, and HR to improve overall performance.
- Identify operational risks, conduct root cause analysis, and implement corrective and preventive actions.
- Prepare and present operational reports, performance analyses, and improvement plans to senior management and clients.
Job Requirements
- Proven experience as an Operations Manager in a BPO or call center environment.
- Strong background in telecommunications accounts, preferably within customer service or technical support operations.
- Demonstrated experience managing Team Leaders and large operational teams.
- Strong understanding of contact center KPIs, SLAs, quality standards, and customer experience metrics.
- Excellent leadership, coaching, decision-making, and problem-solving skills.
- Strong analytical skills with the ability to interpret performance data and develop action plans.
- Excellent communication, presentation, and stakeholder management skills.
- Proficiency in Microsoft Excel and operational reporting tools.
- Ability to work under pressure, manage competing priorities, and deliver results in a dynamic environment.
- Good English communication skills.
Why Join VXI Global Solutions?
Be part of a global organization that values leadership, continuous improvement, and professional development. At VXI, you will have the opportunity to lead high-performing teams, drive operational excellence, and make a meaningful impact on client success and customer experience.
Ready to take the next step in your career? Join VXI Global Solutions and lead operational success!
