This job posting has expired
Expired on April 1, 2026
Business Analyst
Job Description
The Senior Operations Manager is an experienced Business Process Outsourcing (BPO) leader responsible for optimizing efficiency, driving performance, and ensuring the sustainable achievement of goals across multiple operational functions in a call center setting. This role requires expertise in scaling operations, managing cross-functional teams, driving data-driven performance management, and maximizing profitability.
Responsibilities
- Develop and execute strategic plans to align shared services and overall LOB objectives with business goals
- Lead and manage day-to-day call center activities
- Manage stakeholder relationships, acting as the primary liaison
- Hire, coach, and provide training to management and team leaders
- Spearhead process optimization initiatives to improve efficiency
- Collect and analyze call-center statistics (sales rates, costs, customer service metrics)
Qualifications
- Extensive experience (e.g., 8+ years) in BPO operations, team leadership, and workforce management
- Green Belt Six Sigma or COPC certification (Preferred)
- Strong practical experience with advanced data analysis, MS Excel (PivotTable, Charts, Statistical functions), and dashboard creation