Customer Service Operations Manager

GPG Services is seeking an experienced and results-driven Operations Manager (Call Center) to oversee daily call center operations, ensure service quality, and drive team performance. The ideal candidate will have strong leadership skills, operational expertise, and the ability to optimize processes to meet business goals.

Key Responsibilities

• Manage and oversee day-to-day call center operations to ensure smooth workflow and efficiency
• Lead, supervise, and motivate team leaders and call center agents to achieve performance targets
• Monitor call quality, productivity, attendance, and overall service standards
• Develop and implement operational policies, procedures, and performance metrics
• Analyze reports, KPIs, and operational data to improve efficiency and output
• Coordinate with management to align operational goals with company objectives
• Handle escalations, resolve operational issues, and ensure customer satisfaction
• Conduct training, coaching, and performance evaluations for staff
• Ensure compliance with company policies and industry standards

• Minimum 2–3 years of experience in call center operations or a similar managerial role
• Strong leadership, team management, and communication skills
• Knowledge of CRM systems is preferred
• Proven ability to manage KPIs, targets, and operational reports
• Excellent problem-solving and decision-making abilities
• Proficient in MS Office and call center management systems
• Ability to work independently and handle pressure in a fast-paced environment

What We Offer

• Competitive salary ,negotiable based on experience and performance
• Performance-based salary growth opportunities
• Professional and supportive work environment
• Career growth and leadership development opportunities

Note: Morning Shift (6 A.M to 2 P.M)