Operations Manager

Responsibilities

• Own the delivery of Key Performance Indicators (KPIs) such as Service Level Agreements (SLAs), Average Handle Time (AHT), Quality Scores, and Customer Satisfaction (CSAT/NPS).
• Manage the account's budget. This includes monitoring CCI (Contract Controllable Income), reducing cost-to-serve, and identifying ways to improve margins through automation or process lean-outs.
• Act as the primary point of contact for global clients. You will lead Weekly/Monthly Business Reviews (WBRs/MBRs) to present performance data and strategic roadmaps.
• Work with Workforce Management (WFM) to ensure optimal staffing levels, managing shrinkage, attrition, and headcount growth.
• Develop and execute Stay Interviews and engagement initiatives to keep turnover rates below industry benchmarks.
• Collaborate with HR to interview and select top-tier talent for specialized roles (e.g., Technical Support, Finance & Accounting, or Tel...