Operations Manager

Responsibilities

• Develop and implement delivery strategies based on business needs and client expectations
• Oversee daily operations to ensure all SLAs and KPIs are met or exceeded
• Mentor, track, and coach team leaders for performance improvement
• Act as the primary point of contact for clients and conduct regular performance check-ins
• Optimize resource allocation and track revenue trends
• Ensure operational systems and technology are effectively utilized to support service delivery
• Drive innovation and process enhancements to maintain service excellence

Requirements

• At least one year of experience in delivery management or service operations within a BPO or outsourcing environment
• Strong leadership and team management skills
• Excellent communication and client relationship management abilities
• Analytical mindset with a data-driven approach to decision-making
• Experience with workforce planning, budgeting, and financial analysis
• Proficiency in operational tools, CRM platforms, and performance tracking systems
• Ability to adapt to a fast-paced environment and drive results under pressure

About the Company

Fair Trade Outsourcing provides specialized outsourcing solutions designed to help businesses scale efficiently through high-quality service delivery.