Operation Manager

• Manage and oversee multiple BPO processes, including Sales and Customer Support (Inbound & Outbound).
• Lead Team Leaders, Supervisors, and Executives to achieve operational and business targets.
• Monitor daily productivity, attendance, performance metrics, and service levels.
• Develop and implement strategies to improve operational efficiency and team performance.
• Ensure adherence to company policies, quality standards, and client requirements.
• Analyze performance reports and identify areas for improvement.
• Conduct regular team reviews, coaching sessions, and performance evaluations.
• Collaborate with HR for recruitment, training, and workforce planning.
• Handle escalations and ensure timely resolution of customer and operational issues.
• Monitor key performance indicators (KPIs) such as Conversion Rate, Revenue, AHT, CSAT, Quality Scores, and Productivity.
• Prepare and present operational reports to senior management.
• Drive employee engagement and maintain a positive work environment.

Ensure achievement of monthly, quarterly, and annual business goals.