Join us on a journey of endless possibilities

At Strada, possibility isn’t just a promise – it’s the foundation of everything we do. We believe in unlocking potential for every colleague, creating a journey of growth, discovery, and impact.

With the support, resources, and opportunities we provide, you’ll build a fulfilling future – working on meaningful projects that span industries and regions, contributing to outcomes that matter.

Strada is a people, payroll, and technology leader simplifying international workforce management. Operating in 180+ countries, we design and deliver people-first solutions powered by cloud-based technology – helping organizations grow and enabling workforces to perform at their best.

Learn more at www.stradaglobal.com

Job Summary

The Operations Manager is responsible for managing delivery teams in support of Strada’s overall strategic plan. With a strong focus on driving customer satisfaction and operational effectiveness, the successful candidate will be responsible for the service delivery model execution, day-to-day operations, building strong customer relationship and team development.

Core Responsibilities

• Manage phone agents for both Tier I and Tier II service levels.
• Partner with operations supervisors (4) to deliver contractual performance guarantees.
• Client reporting.
• Develop and execute plans to improve customer satisfaction and overall quality with a focus on off-shore and off-phone processes.
• Representing customer care perspective and influence decisions by integrating with domains (Benefits and HR BPO), client and shared services.
• Support new customer care implementations and drive existing client change-orders.
• Manage customer care delivery model, identifying out of scope services, and creating change requests.
• Manage and respond directly to client escalated issues.
• Share client knowledge and needs with customer care team.
• Develop knowledge/content management strategy with accountability for customer care desktop tools.
• Other duties, as assigned by your immediate supervisor and/or manager.

Minimum Requirements

Required Education and Experience:

• Bachelor’s degree in related field or 2-3 years relevant experience or equivalent combination of education and experience.
• Call center operations management experience.
• People management experience.
• Client facing experience.
• Knowledge of customer service best practices and service-related best practices (high level).
• General system environment and process flow.

Preferred Education and Experience:

• Experience with an HR, payroll or benefits outsourcing provider in an operational role.

Core Competencies

   Leadership and Team Management

• Team Leadership: Leading, mentoring, and motivating a large team of call center managers, supervisors, and agents to meet performance goals and deliver exceptional customer service.
• Coaching and Development: Providing ongoing coaching and development opportunities for managers and supervisors, ensuring leadership skills are nurtured across the team.
• Performance Management: Setting clear expectations, providing feedback, and conducting performance reviews for supervisors and other direct reports to ensure high levels of team engagement and accountability.
• Conflict Resolution: Effectively managing interpersonal conflicts within the team, fostering a positive and productive work environment while maintaining professionalism.

  Strategic Planning and Execution

• Operational Strategy: Developing and implementing long-term operational strategies to enhance efficiency, improve service delivery, and achieve organizational goals.
• Budget and Resource Management: Managing the call center's budget, ensuring resources are allocated effectively to meet both short-term and long-term goals while maintaining cost efficiency.
• Goal Setting and KPIs: Setting and managing key performance indicators (KPIs) for the call center team, ensuring alignment with company objectives, and ensuring performance metrics like service levels, quality scores, and agent productivity are met.
• Risk Management: Identifying operational risks and implementing mitigation strategies to minimize disruption to services or customer experience.

  Operational Excellence

• Process Optimization: Continuously identifying and implementing process improvements to enhance call center operations, reducing inefficiencies, and streamline workflows.
• Quality Assurance: Overseeing the implementation and contin