Operations Manager

Organizes and directs the day-to-day activities related to the operation of the Call Center. Responsible for managing, training & guiding call center AMs in performing their duties. Conducts effective resource planning to maximize the productivity of resources (people, technology etc.). Collects and analyze call-center statistics

Responsibilities

• Demonstrating ownership and Growth Mindset
• Build a culture of accountability, care, and continuous improvement.
• Coach leaders on performance management, coaching techniques, and employee engagement.
• Ability to showcase the benefits and goodness of the program and benefits of the company.
• Lead and manage multiple retail teams across different shifts and schedules.
• Has passion for learning and showing initiative to learn tools
• Lead by example—be visible, hands-on, and proactive in solving problems.
• Identify gaps in execution and implement sustainable solutions.
• Drive operational efficiency through process improvement and data-driven decision-making.
• Partner with QA, Training, WFM, and HR to ensure seamless operations.
• Report performance trends, risks, and action plans to senior leadership.
• Represent the cluster in business reviews and operational meetings.

Skills Requirements

• 5+ years of experience in operations management
• Travel/ Hospitality experience is a plus
• Proven success in managing multiple teams or a cluster of operations.
• Strong coaching, leadership development, and performance management skills.
• High learning agility and a proactive, hands-on leadership style.
• Excellent communication, analytical, and problem-solving skills.
• Exposure to AI Tools and project management