Senior Operations Manager - Contact Center Operations

Contax360 BPO Solutions is a global leader in contact center services, offering exceptional customer care across diverse markets. We are expanding rapidly and seek an experienced Senior Operations Manager to oversee and optimize operations across our locations in Jamaica, the United States, and South Africa.                 

Now hiring for:

Senior Operations Manager

Role Overview
As Senior Operations Manager, you will lead, manage, and optimize our global contact center operations. You will drive performance, foster a culture of continuous improvement, and ensure high-quality service delivery across multiple locations. The role requires frequent travel to oversee operations and ensure alignment with business goals.

Key Responsibilities

Operational Leadership & Management

• Lead, mentor, and develop site-level management teams across Jamaica, the US, and South Africa to ensure effective operations and performance.

• Oversee the continuous improvement of customer care processes, focusing on quality management, workforce planning, and service delivery excellence.

• Implement and maintain effective quality assurance (QA) programs to foster continuous improvement and ensure the achievement of Service Level Agreements (SLAs).

• Develop and refine operational workflows, ensuring efficiency and scalability across locations.

• Manage resources, including staffing levels, performance standards, and training initiatives to optimize call center operations.

• Ensure operational consistency across locations while understanding and addressing local nuances in service delivery.

Client & Stakeholder Management

• Build and maintain strong client relationships across all regions, ensuring customer satisfaction and retention.

• Coordinate closely with clients to understand their needs and exceed expectations through operational improvements and high-quality service delivery.
• Manage and expand coworker relationships to build a collaborative and high-performance culture.

Performance & Process Optimization

• Drive performance through the development and management of key performance indicators (KPIs), service targets, and continuous improvement initiatives.
• Monitor systems and operational performance, identifying and resolving issues promptly to maintain optimal productivity.

Global Coordination & Project Management

• Oversee and align resources across Jamaica, the US, and South Africa to meet operational objectives and timelines.

• Collaborate with senior leadership to evaluate new business opportunities and lead initiatives that drive growth and operational excellence.

• Manage operational projects and timelines, ensuring that global operations meet budget constraints and project goals.
• Lead efforts to implement process improvements that enhance operational efficiency and client satisfaction.
• Ensure adherence to policies, procedures, and best practices across locations to maintain consistency in service quality.

Required Qualifications & Experience

• Bachelor’s Degree in Business Administration, Management, or a related field (MBA preferred).

• Minimum 5 years of senior-level contact center management experience, ideally with a combination of Inbound and Outbound call center operations.

• Proven experience managing operations in multiple countries or regions (Caribbean, North America, and Africa is highly preferred).

• Strong background in managing large, diverse teams across different locations.

• Experience with global quality assurance and performance management systems.

Required Competencies

• Leadership & Mentorship: Strong ability to mentor and develop team members while managing conflicts and fostering a collaborative work environment.

• Strategic Thinking: Ability to develop and execute operational strategies that meet both local and global objectives.

• Analytical Mindset: Proficient in using data to drive decisions and optimize performance.

• Communication Skills: Excellent written and verbal communication skills; the ability to present complex ideas clearly to clients and stakeholders.