Senior Operations Manager - Contact Center Operations

Contax360 BPO Solutions is a global leader in contact center services, offering exceptional customer care across diverse markets.

We are expanding rapidly and seek an experienced Senior Operations Manager to oversee and optimize operations across our locations in Jamaica, the United States, and South Africa. Now hiring for:

• Senior Operations Manager Role Overview As Senior Operations Manager, you will lead, manage, and optimize our global contact center operations.
• You will drive performance, foster a culture of continuous improvement, and ensure high-quality service delivery across multiple locations.
• The role requires frequent travel to oversee operations and ensure alignment with business goals.
• Key Responsibilities Operational Leadership & Management Lead, mentor, and develop site-level management teams across Jamaica, the US, and South Africa to ensure effective operations and performance.
• Oversee the continuous improvement of customer care processes, focusing on quality management, workforce planning, and service delivery excellence.
• Implement and maintain effective quality assurance (QA) programs to foster continuous improvement and ensure the achievement of Service Level Agreements (SLAs).
• Develop and refine operational workflows, ensuring efficiency and scalability across locations.
• Manage resources, including staffing levels, performance standards, and training initiatives to optimize call center operations.
• Ensure operational consistency across locations while understanding and addressing local nuances in service delivery.
• Client & Stakeholder Management Build and maintain strong client relationships across all regions, ensuring customer satisfaction and retention.
• Coordinate closely with clients to understand their needs and exceed expectations through operational improvements and high-quality service delivery.
• Manage and expand coworker relationships to build a collaborative and high-performance culture.
• Performance & Process Optimization Drive performance through the development and management of key performance indicators (KPIs), service targets, and continuous improvement initiatives.
• Monitor systems and operational performance, identifying and resolving issues promptly to maintain optimal productivity.
• Global Coordination & Project Management Oversee and align resources across Jamaica, the US, and South Africa to meet operational objectives and timelines.
• Collaborate with senior leadership to evaluate new business opportunities and lead initiatives that drive growth and operational excellence.
• Manage operational projects and timelines, ensuring that global operations meet budget constraints and project goals.
• Lead efforts to implement process improvements that enhance operational efficiency and client satisfaction.
• Ensure adherence to policies, procedures, and best practices across locations to maintain consistency in service quality.
• Required Qualifications & Experience Bachelor’s Degree in Business Administration, Management, or a related field (MBA preferred).
• Minimum 5 years of senior-level contact center management experience, ideally with a combination of Inbound and Outbound call center operations .
• Proven experience managing operations in multiple countries or regions (Caribbean, North America, and Africa is highly preferred).
• Strong background in managing large, diverse teams across different locations.

Experience with global quality assurance and performance management systems . Required Competencies Leadership & Mentorship :

• Strong ability to mentor and develop team members while managing conflicts and fostering a collaborative work environment.

Strategic Thinking :

• Ability to develop and execute operational strategies that meet both local and global objectives.

Analytical Mindset :

• Proficient in using data to drive decisions and optimize performance.

Communication Skills :

• Excellent written and verbal communication skills; the ability to present complex ideas clearly to clients and stakeholders.

Adaptability :

• Ability to think critically, adapt strategies to diverse cultural environments, and handle operational complexities across multiple regions.

Microsoft Office :

• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint). Additional Requirements Must be able to travel internationally to Jamaica, the United States, and South Africa, as required. ​​​​​​​​​​​​​​​​​​​​​ Valid government-issued photo ID, NIS & TRN are required for applicants. ​​​​​​​Successful candidates must provide a police record and pass an employment background check.

What We Offer Growth Opportunities :

• Career development and advancement within a fast-growing company.

Health Insurance :

• Comprehensive plan with dental and optical coverage.

Competitive Salary :

• Along with other attractive benefits and incentives.
• All applicants must have a valid Government issued photo ID, NIS & TRN.
• Successful candidates must be able to furnish a police record and pass an employment background check.
• Please read carefully before signing.
• Contax360 BPO Solutions is an equal opportunity employer.
• Contax360 BPO Solutions does not discriminate in employment on account of race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service.
• I understand that neither the completion of this application nor any other part of my consideration for employment establishes any obligation for Contax360 BPO Solutions to hire me.
• If I am hired, I understand that either Contax360 BPO Solutions or I can terminate my employment at any time and for any reason, with or without cause and without prior notice.
• I understand that no representative of Contax360 BPO Solutions has the authority to make any assurance to the contrary.
• I attest with my signature below that I have given to Contax360 BPO Solutions true and complete information on this application.
• No requested information has been concealed.
• I authorize Contax360 BPO Solutions to contact references provided for employment reference checks.
• If any information I have provided is untrue, or if I have concealed material information, I understand that this will constitute cause for the denial of employment or immediate dismissal.

I understand that if I am not hired within 30 days of this application, it will be null and void and will need to reapply.

• ELECTRONIC SIGNATURE NOTICE AND CONSENT This notice is intended to provide you with important information required by the Electronic Signatures in Global and National Commerce Act (E‐Sign Act).

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• By entering your name, you consent to submit your employment application and all related forms, documents and information electronically.
• You further consent to conduct any matters related to the recruiting, application, background check and/or onboarding process electronically.
• Typing your name in the textbox under or on a form, entering your login password, and clicking on "Submit", will constitute your electronic signature.

Right to Withdraw Your Consent:

• You have the right to withdraw your consent to receive disclosures and submit information electronically.
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• You may withdraw your consent by contacting the Company, and typing in "Withdraw" in the textboxes for the Certification and Background Disclosure pages.

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