Focus: The Operations Manager leads multiple teams and ensures that daily operations align with strategic goals, client expectations, and company standards. This role drives performance, leads process improvement initiatives, and partners cross-functionally to deliver results. The Manager is responsible for coaching supervisors, managing resources, and fostering a culture of accountability, trust, and continuous development.
Key Responsibilities:
Lead and manage multiple operational teams to meet KPIs and SLAs
Coach and develop Supervisors to ensure effective team leadership
Analyze performance data and implement process improvements
Partner with Workforce, QA, Training, and Client Services to align goals
Manage staffing plans, shrinkage, and real-time adjustments
Ensure compliance with client requirements and internal policies
Conduct performance reviews and support career development
Lead calibration sessions and contribute to strategic planning
Escalate risks and propose mitigation strategies
Champion a culture of fairness, professionalism, and operational excellence
Requirements
Competency
Behavioral Expectations
Drives Results
Sets clear goals, tracks metrics, and leads performance recovery plans
Develops Talent
Coaches supervisors, builds succession plans, and supports growth
Collaborates
Partners cross-functionally to align priorities and solve problems
Manages Complexity
Handles escalations, competing priorities, and operational risks
Instills Trust
Models integrity, fairness, and transparency in leadership decisions
Skills Required
- Lead and manage multiple operational teams to meet KPIs and SLAs
- Coach and develop Supervisors to ensure effective team leadership
- Analyze performance data and implement process improvements
- Partner with Workforce, QA, Training, and Client Services to align goals
- Manage staffing plans, shrinkage, and real-time adjustments
- Ensure compliance with client requirements and internal policies
- Conduct performance reviews and support career development
- Lead calibration sessions and contribute to strategic planning
- Escalate risks and propose mitigation strategies
- Drive results by setting clear goals, tracking metrics, and leading recovery plans
- Develop talent, build succession plans, and support growth
- Collaborate cross-functionally to align priorities and solve problems
- Manage complexity, competing priorities, and operational risks
- Model integrity, fairness, and transparency in leadership decisions
What We Do
DASH BPO, LLC is a global leader in delivering best-in-class first party solutions for its strategic partners. Specializing in Customer Care, Sales, Collections, Quality Assurance, Verification, and Technical Support, the company operates as an extension of its clients to ensure brand protection and a superior customer experience. It is COPC certified and serves sectors including financial services, healthcare, automotive, technology, and telecommunications.
