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Role Description

The Operations Manager is responsible for overseeing the daily performance, efficiency, and operational alignment of multiple departments within the organization. This role ensures that teams operate effectively, performance targets are met, and operational processes are optimized to support client delivery and company growth.

• Manage and supervise 2–3 operational departments, ensuring teams meet productivity, quality, and client performance standards.
• Provide leadership, coaching, and accountability to department leads and team managers.
• Utilize advanced Excel tools to analyze operational data, monitor KPIs, identify performance trends, and prepare detailed reports for leadership review.
• Identify operational inefficiencies and implement improvements to enhance productivity, accuracy, and service delivery across departments.
• Ensure alignment between departments, support collaboration, and resolve operational challenges that may impact workflow or client deliverables.
• Track department metrics including productivity, turnaround times, service levels, and quality performance.
• Develop action plans to address performance gaps.
• Provide leadership with performance insights, operational updates, staffing needs, and improvement recommendations.

Qualifications

• 3–5 years of experience in operations management or department supervision in a BPO Sector.
• Proven experience managing multiple teams or departments simultaneously.
• Advanced proficiency in Microsoft Excel, including:
• Pivot tables
• Advanced formulas (INDEX/MATCH, VLOOKUP/XLOOKUP, IF statements)
• Data analysis and reporting
• Large dataset management
• Strong analytical and problem-solving skills with the ability to interpret operational data and identify trends.
• Excellent organizational and leadership abilities.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Ability to work independently in a remote environment with minimal supervision.

Requirements

• Experience working in a BPO, outsourcing, or remote workforce environment.
• Experience managing data-driven operational reporting and KPI dashboards.
• Experience implementing operational process improvements or workflow optimizations.
• Familiarity with CRM systems, case management systems, or operational tracking platforms.

Work Conditions / Physical Demands / Travel Requirements

• This position operates in a fully remote work environment and requires:
• A quiet and professional workspace
• Reliable high-speed internet connection
• A computer capable of managing large spreadsheets and operational reporting tools
• Extended periods of computer use and virtual meetings
• Travel is not required.

Important Notes

• This role requires strong leadership, analytical thinking, and operational accountability.
• The Operations Manager may oversee additional departments as the company grows.
• Accuracy, timeliness, and data-driven decision-making are critical to success in this role.
• Responsibilities may evolve based on operational needs and organizational growth.