Operations Manager(Pooling)

Operations Manager We are looking for an Operations Manager to oversee day-to-day operations, manage team leads and agents, ensure compliance with operational standards, monitor performance, handle escalations, and drive operational efficiency. Key Responsibilities Manage daily operations, ensuring proper headcount allocation and task distribution Oversee and track task completion across multiple operational buckets and workflows Collaborate with Senior Operations Managers and Team Leads to identify gaps, resolve bottlenecks, and improve processes Coach, mentor, and provide performance feedback to Team Leads and agents to ensure quality and consistency Ensure adherence to SLAs, KPIs, and operational standards Monitor performance metrics (productivity, quality, accuracy, customer satisfaction) and provide reports to leadership Handle escalations and implement corrective and preventive actions Maintain accurate documentation of workflows, process updates, and performance metrics Skills, Knowledge & Expertise Bachelor’s degree in Business Administration, Management, or a related field (preferred) with 3–5 years of experience in operations management or team leadership, preferably in BPO or shared services environments Strong knowledge of workforce management, task allocation, voice and non-voice operations, and multi-bucket operational models Excellent leadership, coaching, interpersonal, organizational, analytical, and problem-solving skills Proficient in Microsoft Office (Excel, Word, PowerPoint) and task or workflow management systems (e.g., CRM, HRIS, ticketing tools) Detail-oriented with experience in compliance, process optimization, reporting, and KPI management Strong communication skills for managing teams, stakeholders, and cross-functional collaboration; experience supporting high-volume or process-driven operations is a plus