Operations Manager

• Recruit, train, and oversee call center operations staff including supervisors and agents.Set performance objectives and establish KPIs for teams and individuals.
• Drive employee retention initiatives and reduce turnover rates.
• Conduct regular coaching, performance evaluations, and feedback sessions.
• Foster a positive, collaborative, and performance-driven team culture.

• Manage daily operations across all omnichannel support touchpoints: calls, chat, live chat, email, and others.
• Monitor productivity, quality, and service-level performance; implement improvement plans when needed.
• Maintain high customer satisfaction while balancing efficiency and service quality.
• Ensure compliance with SOPs, internal policies, and client requirements.
• Manage operational budgets, resource allocation, and workforce planning.

• Review customer feedback and operational data to identify service quality gaps.
• Develop and implement strategies to improve CSAT, NPS, and overall user experience.
• Resolve escalated customer issues promptly and professionally.
• Collaborate with Quality Assurance to ensure continuous agent improvement.

• Oversee deployment and usage of call center technology platforms.
• Manage system access permissions and ensure secure, appropriate usage.
• Train staff on new software, workflows, and digital tools.
• Work with Product/IT teams to optimize system performance and enhance efficiency.

• Report directly to the Senior Operations Manager.
• Analyze QA and operational data to develop and execute improvement initiatives.
• Prepare comprehensive performance reports (weekly, monthly, quarterly, yearly).
• Provide actionable insights to enhance operational stability and quality.

• Coordinate closely with the Quality Team to maintain and elevate agent service levels.
• Work with HR, Training, WFM, and other internal teams on operational projects.
• Support company-wide initiatives to enhance operational efficiency.
• Perform other tasks assigned by the Senior Operations Manager.

• Minimum 3 years' experience in call center management, ideally in transportation, e-commerce, retail, or BPO sectors.
• Experience working with global or multinational companies is a strong advantage.
• Proven ability to manage large teams in a high-volume contact center environment.
• Strong leadership, coaching, and team development skills.
• Ability to adapt quickly to operational challenges and shifting priorities.
• Excellent communication, problem-solving, and presentation abilities.
• Strong attention to detail and proactive, initiative-driven mindset.
• Capable of both team collaboration and independent decision-making.
• Bachelor's degree or higher preferred.
• English proficiency is essential.

Hegka