Senior Operations Manager

Role Overview

This position oversees the daily operations of a large team comprising over 400 analysts, with a focus on maintaining high customer service standards and achieving key performance indicators. The role demands handling customer escalations and ensuring compliance with various process standards, alongside administrative duties such as reporting.

Key Responsibilities

• Leading and managing daily activities of a team exceeding 400 analysts.
• Directly addressing and resolving customer escalations.
• Ensuring all system, team, and individual customer service goals and standards are met.
• Managing and monitoring key performance indicators to drive operational excellence.
• Maintaining comprehensive knowledge of all service tasks, system functions, and telecommunications capabilities.
• Handling administrative responsibilities, including accurate reporting.
• Serving as backup to the Account Delivery Head when required.
• Ensuring compliance with process-level standards and regulations.

Required Skills and Qualifications

• Excellent communication skills—including written, oral, presentation, and interpersonal abilities.
• Proven capability to develop and execute process improvements, including the application of new technologies and performance enhancements.
• Strong skills in planning, prioritizing, organizing, and effectively communicating or selling ideas.
• Proficiency in workforce management software and quality improvement tools and technologies.
• Experience in setting and prioritizing specific goals to drive team performance.

Additional Information

Reporting and administrative management form a critical segment of this position, underscoring the importance of accuracy and timely information flow within a large operational environment.