Operations Manager (Contact center)

BMA Group Global; Ceiba (PR); On-site; USD 95,000 - 140,000; Full time

Job summary

BMA Group Global is seeking an experienced Operations Manager to oversee all contact center operations and lead new program implementations. You will translate client requirements into scalable operational plans, manage a team of supervisors and frontline staff, and partner with cross-functional teams to hit service levels, productivity, and quality targets.

In this leadership role, you will participate in pre-implementation activities, drive transition readiness, monitor KPIs, and continuously

Qualifications

• Minimum of 7 years in contact center, BPO, or customer operations.
• 3+ years in operations leadership, implementation, or program management.
• Proven experience managing ~75+ employees and supervisors.
• Experience with client programs, SLAs, and cross-functional leadership.
• Strong track record in KPI management and performance improvement.

Responsibilities

• Lead day-to-day operations of contact center programs and ensure SLA achievement.
• Manage frontline leadership teams and develop performance plans.
• Lead implementation and launch of new client programs end-to-end.
• Translate client requirements into scalable operational plans and staffing models.
• Coordinate cross-functional implementation activities with HR, IT, Finance, and Training.
• Establish timelines, milestones, risks, and contingency plans for programs.
• Monitor readiness and identify gaps impacting service delivery.
• Provide operational input for proposals, client meetings, and solutions design.
• Maintain strong client relationships and act as an operations point of contact for escalations.

Skills

Leadership

Program Management

Client relationships

KPIs & metrics

Process Improvement

Stakeholder Management

Team Development

Job description

Focused on delivering contact center and BPO operational solutions, supporting clients through structured service delivery, workforce management, customer experience, operational performance, and the implementation of new programs.

The organization operates in a results-driven environment where operational excellence, service quality, productivity, scalability, and client satisfaction are critical. As the company continues to develop and expand its client programs, the organization is seeking an experienced operational leader capable of managing established contact center operations while also leading the successful implementation, transition, and expansion of new client programs.

Position Overview

The Operations Manager will be responsible for overseeing the overall performance of the organization contact center operations while serving as a key leader in the design, implementation, transition, launch, and stabilization of new client programs.

This position combines traditional contact center operations management with implementation and project leadership responsibilities. The selected professional will translate client requirements and commercial commitments into practical, scalable, and measurable operational plans.

The role will oversee operational teams and supervisors while working closely with senior leadership, clients, workforce planning, training, quality, technology, and other support functions to ensure that each program achieves its established service levels, productivity targets, quality standards, staffing requirements, financial objectives, and customer experience expectations.

The Operations Manager will also participate in the pre-implementation and business development stages of new opportunities, providing operational expertise for proposals, client presentations, solution design, staffing models, implementation plans, and operational readiness.

Key Responsibilities

• Lead and oversee the day-to-day operations of assigned contact center and BPO programs, ensuring consistent achievement of operational and client expectations.
• Provide leadership to an operation of approximately 75 employees or more, including supervisors, team leaders, agents, and/or other operational personnel.
• Manage and develop frontline leadership teams, establishing clear performance expectations, accountability standards, and development plans.
• Lead the implementation and launch of new client programs, from initial planning through operational stabilization.
• Develop comprehensive implementation plans covering staffing, recruitment, training, technology, workflows, quality assurance, reporting, scheduling, operational procedures, and client requirements.
• Translate contractual requirements, Statements of Work (SOWs), SLAs, and client expectations into actionable operational processes and performance standards.
• Coordinate cross-functional implementation activities with Recruiting, Human Resources, Workforce Management, Training, Quality Assurance, IT/Technology, Finance, and other support areas.
• Establish implementation timelines, milestones, responsibilities, dependencies, risks, and contingency plans.
• Monitor operational readiness before the launch of new programs and identify potential gaps that could impact service delivery.
• Lead transition activities associated with new accounts, expansions, migrations, process changes, and additional lines of business.
• Participate in client meetings before and after implementation, providing operational recommendations and communicating progress, risks, challenges, and corrective actions.
• Support commercial opportunities by contributing operational expertise to client presentations, proposals, solution designs, staffing models, and implementation strategies.
• Establish and monitor key operational metrics and KPIs, including service level, productivity, quality, attendance, schedule adherence, average handling time (AHT), abandonment, customer satisfaction, utilization, occupancy, and other program-specific indicators.
• Analyze operational data to identify trends, performance gaps, root causes, and opportunities for improvement.
• Develop and execute corrective action plans when operational results fall below established targets.
• Partner with Workforce Management to ensure appropriate forecasting, staffing, scheduling, capacity planning, and resource allocation.
• Coordinate with Training and Quality teams to ensure employees receive appropriate onboarding, product knowledge, process training, coaching, and continuous development.
• Ensure operating procedures, workflows, escalation protocols, and performance standards are clearly documented and consistently followed.
• Maintain strong relationships with clients and act as an operational point of contact for performance discussions, escalations, implementation matters, and continuous improvement initiatives.
• Identify opportunities to improve productivity, service quality, customer experience, cost efficiency, employee performance, and operational scalability.
• Lead continuous improvement initiatives and promote a culture of accountability, operational discipline, and performance excellence.
• Prepare and present operational reports, business reviews, implementation updates, and performance analyses to senior leadership and clients.
• Ensure operational compliance with internal policies, client requirements, confidentiality standards, and applicable regulatory requirements.
• Anticipate operational risks and establish appropriate mitigation and business continuity plans.

Required Experience

• Minimum of 7 years of progressive experience in Contact Center, Call Center, BPO, Customer Service Operations, or a related operational environment.
• At least 3 years of experience in an Operations Management, Implementation Management, Program Management, or comparable leadership position.
• Demonstrated experience managing operations of approximately 75 employees or more.
• Proven experience directly managing supervisors, team leaders, or other operational leadership personnel.
• Previous involvement in the implementation, transition, migration, expansion, or launch of client programs or operational accounts.
• Strong experience managing service levels, productivity, quality, staffing, training, workforce planning, operational projects, and client relationships.
• Demonstrated ability to manage multiple operational priorities and projects simultaneously.
• Experience working directly with clients and senior stakeholders in a service-oriented environment.
• Strong understanding of contact center performance management and operational KPIs.
• Experience developing and executing performance improvement and corrective action plans.