Operations Manager - Call Center Operations

Apply for this Position

Application Form     (* indicates required field)

Please attach the following files

Please upload either a word or PDF version of your cover letter for this position.
Please upload either a word or PDF version of your current resume.
Such as letters of recommendation, work examples, etc.

To finalize your application, please confirm you are not a bot

You will receive confirmation after we have received your application.

The Operations Manager will be responsible for managing all employees, the leadership, performance management and efficient operations of the department.


  • Oversees daily activities of the operations team to maximize scheduling and real-time utilization of resources; analyses and recommends flexible and full-time employee mix for the site.
  • Interfaces with central operations management to ensure smooth coordination of scheduling and maximization of schedule adherence; provides input on local conditions, identifies needs and receives direction on real-time staffing increases or decreases.
  • Ensures call center operations supervisors manage schedule adherence notifying and escalating within the site and within the network as warranted
  • Ensures communication of real-time staffing changes to Network Operations Coordinators
  • Enacts contingency plans as needed; escalates and directs activities during systems problems, disasters etc.
  • Identifies potential problems, troubleshoots, escalates issues to local and network management, and participates in post-mortem analysis of problems providing input for future process improvements
  • Reviews ongoing performance results to targets and takes corrective measures with authorization and escalates as needed
  • Create, continuously analyze and present various reports on performance and improvement initiatives as needed
  • Represent the department in routine and adhoc meetings with stakeholders and clients 
  • Be the P.O.C (Point of Contact) for the department both internally and externally
  • Participates in daily, weekly, monthly and annual planning process as appropriate
  • Performs all duties and responsibilities in a timely and effective manner in accordance with established company policies to achieve the overall objectives of this position
  • Maintains a favourable working relationship with all other company employees to foster and promote a cooperative and harmonious working climate which will be conducive to maximum employee morale, productivity and efficiency/effectiveness.
  • Projects a favourable image of the company to promote its aims and objectives; foster and enhance public recognition 
  • Communicates areas of accountability and performance expected of personnel assigned
  • Determines standards of performance as a basis to review progress of personnel assigned
  • Recommends salary adjustments, transfers, promotions and dismissals
  • Develops individuals for future advancement
  • Build and maintain a cohesive relationship with all departments within the company to ensure continuous improvement in processes and effective and timely communication of changes and adjustments
  • Performs other duties and responsibilities as required or requested


  • Bachelor Degree in Business Management or related field preferred
  • 1 – 2 years BPO Industry / Call Center experience in an operations management capacity
  • Must be flexible with the ability to work any shift within 24 hours
  • Excellent leadership and organization skills
  • Excellent problem solving and analytical skills
  • Excellent communication and customer service skills
  • Proficient in MS Office
Location: Sandy Bay, 09 Jamaica
Apply for this Position
Apply at: