Operations Team Manager – Customer Experience

About the role

Lead the Operations team delivering customer experience (CX) services, ensuring profitable results and adherence to company policies and best practices.

Key responsibilities

• Provide regular supervision and mentorship to direct reports.
• Communicate performance goals and coaching feedback consistently.
• Facilitate daily agent coaching, guidance, and development sessions in written and verbal formats.
• Participate in client calibration sessions and project planning activities.
• Manage team timekeeping and timecard entry to maintain zero discrepancy.

Required profile

• Proven leadership experience in BPO operations with a track record of managing teams and driving performance.
• Strong interpersonal skills with the ability to give constructive feedback that improves performance.
• Excellent time‑management, attention to detail, adaptability and leadership capabilities.
• Advanced English proficiency and strong communication skills.

Required skills

• Microsoft Office – intermediate proficiency.
• Excel – intermediate knowledge.