Mgr Operations

Job Title: Mgr Operations
Location: Kingston, Jamaica
Department: Care Operations
Reports To: Sr Ops Mgr  

Position Summary

The Operations Manager is responsible for leading, coaching, and driving performance across customer service teams within the Optimum Center of Excellence. This role ensures delivery of service excellence, achievement of KPIs, and continuous improvement in operational processes to support business goals. The Operations Manager will partner closely with cross-functional teams to create a culture of accountability, innovation, and employee engagement while ensuring exceptional customer experience.

Key Responsibilities

• Oversee day-to-day customer service operations for assigned lines of business (LOBs), ensuring alignment with organizational goals and service-level agreements (SLAs).
• Lead, coach, and develop Team Leads, Supervisors, and frontline advocates to achieve performance excellence.
• Drive operational KPIs, including quality, productivity, customer satisfaction (CSAT), first contact resolution (FCR), and adherence.
• Implement workforce management best practices to ensure proper staffing and scheduling.
• Partner with Training, Quality, and HR to upskill staff, strengthen engagement, and reduce attrition.
• Monitor and analyze operational metrics; provide insights and recommendations to senior leadership.
• Collaborate with other COE leaders to standardize processes, share best practices, and ensure consistency across sites.
• Manage escalations effectively, ensuring timely and appropriate resolution of customer issues.
• Support the launch of new LOBs and initiatives, ensuring readiness and seamless integration into operations.
• Foster a high-performance culture that encourages innovation, accountability, and continuous improvement.

Qualifications & Experience

• Bachelor’s degree in Business Administration, Management, or related field (or equivalent experience).
• 5+ years of experience in customer service operations, with at least 2 years in a leadership role (BPO/outsourcing experience preferred).
• Proven track record of achieving operational KPIs in high-volume, fast-paced environments.
• Strong leadership, coaching, and team development skills.
• Excellent problem-solving, analytical, and decision-making abilities.
• Strong communication and stakeholder management skills.
• Proficiency in MS Office Suite, customer service technologies, and workforce management tools.