to: Senior Operations Leader / Client Services Director
Manages: ~100+ FTEs (TLs, Agents, Trainers, QAs)
Role Summary
As Operations Manager at Konecta for the Inbound Telesales program, you are vital to the telesales program, overseeing performance delivery, strategic planning, and team management for over 100 frontline and support staff. The OM ensures alignment with KPIs, compliance standards, and sales expectations. This role is both tactical and strategic, driving operational efficiency and long-term client success.
The Operations Manager acts as the primary liaison between the client and internal delivery teams, driving excellence in service delivery, employee engagement, and continuous improvement. With a deep understanding of BPO operations, telesales strategies, and contact center dynamics, the OM is accountable for business performance, strategic planning, talent development, and cross-functional collaboration The ideal candidate will have strong commercial acumen, experience in managing complex client portfolios, and a proven ability to scale operations while maintaining service quality, customer satisfaction, and cost efficiency. This role is critical to maintaining the global brand standards and ensuring a superior customer experience in a highly competitive tech sales environment.
Key Responsibilities:
- SLA Ownership: Accountable for consistently meeting and exceeding Service Level Agreements (SLAs) across critical metrics including sales targets, service quality benchmarks, and productivity goals. This involves continuous monitoring, proactive identification of potential shortfalls, and implementation of corrective actions to ensure sustained high performance.
Team Leadership & Development
- Leadership Oversight: Provide direct leadership and mentorship to Team Leaders, Trainers, and Quality Assurance specialists. This involves fostering a collaborative environment, ensuring alignment with organizational objectives, and empowering direct reports to effectively support and develop front-line staff.
Strategic Review & Client Engagement
- Strategic Reviews: Spearhead regular operational reviews and business updates, presenting key performance indicators, strategic initiatives, and challenges to stakeholders.
- Client Collaboration: Lead client calibration sessions to ensure mutual understanding of performance expectations, address feedback, and strengthen client relationships.
Performance Analytics & Improvement
- Trend Analysis: Conduct in-depth analysis of operational trends, identifying root causes of performance deviations and opportunities for optimization.
- Performance Strategies: Initiate and champion data-driven performance improvement strategies, leveraging insights to enhance efficiency, quality, and overall team effectiveness.
Employee Engagement & Retention
- Engagement & Recognition: Cultivate a positive and motivating work environment that drives high employee engagement through effective communication, recognition programs, and career development opportunities.
- Retention Initiatives: Implement strategies to enhance employee retention, reducing turnover and fostering a stable, experienced workforce.
Sales & Product Implementation
- Campaign & Rollout Management: Oversee the successful implementation of-specific sales campaigns and product rollouts, ensuring comprehensive training, effective communication, and adherence to brand guidelines to maximize sales impact.
Compliance & Reporting
- Compliance Assurance: Ensure strict adherence to all company policies, industry regulations, and legal requirements.
- Reporting Accuracy: Maintain the highest standards of reporting accuracy for all operational data, performance metrics, and financial information.
- Audit Readiness: Proactively prepare for and successfully navigate internal and external audits, demonstrating robust controls and transparent operations.
Requirements:
- 10 years in BPO operations, with 5+ years in a supervisory/managerial capacity.
- Proven experience managing large-scale telesales or technical programs.
- Strong leadership, stakeholder management, and commercial acumen.
- Excellent analytical and people deve
