Operations Manager-Night Shift (Call Center / BPO)

✔ Age: At least 25 years.
✔ Minimum 3–5 years of professional experience in call center or BPO operations.
✔ Proven experience in launching, managing, and optimizing inbound and outbound campaigns.
✔ Strong leadership, team management, coaching, and performance-monitoring skills.
✔ Hands-on experience with US-based campaigns will be highly preferred.
✔ Fluent in English, with strong spoken and written communication skills.
✔ Strong understanding of CRM platforms, dialers, call monitoring tools, and reporting systems.
✔ Ability to analyze campaign performance, solve operational challenges, and drive continuous improvement.
✔ Ability to work effectively under pressure and consistently achieve assigned targets and KPIs.

✔ Launch, manage, and oversee new campaigns, including lead generation, cold calling, telesales, and customer support campaigns.
✔ Coordinate closely with international clients, particularly USA-based clients, to ensure smooth campaign setup, implementation, and execution.
✔ Recruit, train, mentor, and supervise Team Leaders and Call Center Agents to ensure strong team performance.
✔ Develop and optimize call scripts, call flows, sales strategies, and performance improvement plans based on campaign objectives.
✔ Monitor daily KPIs, including conversion rates, call volume, sales performance, productivity, and revenue targets.
✔ Ensure consistent quality assurance, process compliance, and service standards across all campaigns.
✔ Analyze campaign performance, identify operational challenges, and implement effective solutions to improve efficiency and results.
✔ Prepare and submit accurate daily and weekly performance reports to management, highlighting key metrics, achievements, and areas for improvement.
✔ Maintain professional communication with clients, address campaign-related concerns, and build strong, long-term business relationships.