Operations Manager

About the role

The Operations Manager will lead corporate initiatives to ensure optimal site performance and compliance with Teleperformance Global Essential Security Policies. This role oversees financial targets, operational standards, and employee satisfaction plans.

Key responsibilities

• Lead corporate initiatives that ensure site performance.
• Coordinate the correct application of Teleperformance Global Essential Security Policies.
• Regulate compliance with Teleperformance operating standards.
• Manage gross profit and SGA budget to meet financial goals.
• Lead ESAT and KSAT plans to achieve annual targets.

Required profile

• Bachelor degree in Business Administration, Engineering, or related field (required).
• Master degree or MBA (preferred).
• Minimum 5 years of management experience, preferably in the contact‑center industry.
• Financial management experience.
• English proficiency at C1 level.

Required skills

• Intermediate proficiency with MS Office (Outlook, Excel, Word, PowerPoint).
• Intermediate knowledge of call‑center systems (AVAYA CMS Supervisor or equivalent).
• Experience with quality tools, root‑cause analysis, cause‑and‑effect diagrams, histograms, and control charts.