Operations Manager | International Account

KEY RESPONSIBILITIES

• Manage the day-to-day operations of two (2) client logos , ensuring service delivery and operational excellence.
• Lead and oversee omnichannel operations, including voice, non-voice, and back-office support functions.
• Build and maintain strong client relationships through regular business reviews, performance updates, and issue resolution.
• Drive key operational metrics, including SLA, KPI, quality, productivity, CSAT, and employee engagement.
• Lead workforce planning and collaborate with support groups to ensure business requirements are met.
• Manage, coach, and develop Team Leaders and Operations staff to achieve individual and team performance goals.
• Identify process improvement opportunities and implement initiatives to improve operational efficiency.
• Support the successful launch and transition of new client programs or start-up operations.
• Ensure complianc...