Senior Operations Manager - 25K signing bonus

About Us

HUKL Consultants OPC is a rapidly growing company committed to providing outstanding customer service and optimizing our operations to stay ahead of the competition. As we continue to expand, we are looking for a Contact Center Manager to lead our customer service operations and support cross‑functional teams as we scale. This role is key to ensuring that our contact center runs smoothly while also enabling operational improvements across the business.

Position Overview

The Senior Operations Manager will play a pivotal role in overseeing the day‑to‑day operations of the company, driving efficiency, and ensuring that operational goals are met. This position requires a strategic thinker with strong leadership skills who can effectively manage teams, optimize processes, and implement best practices across various functions. The ideal candidate will be a results‑driven leader with the ability to analyze data, solve problems, and improve operational workflows.

Key Responsibilities

• Leadership & Team Management :

Lead, mentor, and develop high‑performing teams within the BPO and Contact Center teams.

Develop and implement effective strategies for managing the BPO and Contact Center operations, focusing on service quality, efficiency, and cost optimisation.

Oversee day‑to‑day operations of the BPO and Contact Center, ensuring smooth workflow and high‑quality service delivery.

Analyse operational workflows within the BPO and Contact Centre, identifying areas for improvement in both processes and customer service.

Track and report on the performance of the BPO and Contact Centre departments, analysing trends, identifying challenges, and proposing solutions.

Work closely with other departments (IT, HR) to ensure alignment and smooth coordination between the BPO / Contact Centre and other parts of the business.

Ensure that BPO and Contact Centre operations comply with all regulatory requirements, company policies, and industry standards.

Qualifications

Bachelor’s degree in Business Administration, Operations Management, or a related field (Master’s degree preferred).

Minimum of 7‑10 years of experience in operations management, with at least 3 years in a leadership role overseeing BPO and Contact Centre operations.

Strong leadership, team management, and people development skills.

Experience with CRM systems, contact centre software and ERP systems.

#J-18808-Ljbffr