Experience: 8+ Years (minimum 3 years in a managerial role in the USA call center process)

Working Hours: Aligned with US time zones

Employment Type: Full-time

Job Summary:

We are seeking a dynamic and results-driven Operations Manager to lead our call center operations supporting the USA market. The ideal candidate will have proven experience in managing large teams, delivering exceptional customer service, and ensuring operational excellence. The candidate should be well-versed in US customer service standards, compliance requirements, and have strong stakeholder management skills.

Key Responsibilities:

1. Lead, manage, and mentor call center teams (Inbound/Outbound/Support) to deliver consistent and high-quality customer service.

2. Ensure SLAs, KPIs, and productivity targets are met or exceeded.

3. Collaborate with internal and external stakeholders, including US-based clients, to understand and fulfill service expectations.

4. Monitor daily operations, generate reports, and present performance insights and improvement plans to leadership.

5. Handle workforce planning, shift management, and capacity forecasting.

6. Manage escalations, critical issues, and ensure timely resolutions aligned with client expectations.

7. Drive process improvement initiatives for better efficiency, cost reduction, and customer satisfaction.

8. Maintain adherence to compliance, data protection, and quality standards specific to the US market.

9. Support recruitment, onboarding, training, and performance management of team members.

Key Requirements:

1. Minimum 8 years of experience in BPO/Call Center operations, with at least 3 years in a managerial role.

2. Hands-on experience in handling operations for the USA market (e.g., healthcare, banking, retail, or telecom sectors).

3. Strong leadership skills with a proven ability to motivate, guide, and manage large teams.

4. Excellent communication and interpersonal skills, especially with US clients/stakeholders.

5. Proficient in using call center tools, CRMs, reporting systems, and Microsoft Office Suite.

6. Analytical mindset with the ability to interpret data and drive actionable insights.

7. Flexible to work in US time zones and manage critical escalations when needed.