Operations Manager USA at Mango5

Key Responsibilities

Operational Performance & Delivery

• Own and drive daily, weekly, and monthly performance across assigned business units
• Deliver against key KPIs, including productivity, quality, and compliance
• Identify risks early and implement timely, practical solutions
• Maintain strong operating rhythms, including performance tracking and structured reviews

Client & Stakeholder Management

• Build and maintain strong relationships with multiple client stakeholders
• Provide clear, accurate, and data-driven reporting and insights
• Manage expectations proactively and ensure alignment between client requirements and operational delivery

Business Unit Performance & Growth

• Identify opportunities to improve efficiency, productivity, and overall performance
• Support the growth and scalability of business units
• Contribute to commercial decision-making with a focus on sustainability and value

People Leadership & Engagement

• Lead and develop Team Leaders and operational teams
• Drive a culture of accountability, engagement, and performance
• Address performance gaps effectively while maintaining a supportive team environment
• Ensure high levels of staff engagement and retention

Workforce Planning & Scheduling

• Oversee workforce planning and scheduling across business units
• Ensure staffing levels are aligned to operational demand and client requirements
• Monitor attendance, absenteeism, and overtime usage
• Make real-time adjustments to maintain performance and efficiency

Cross-Functional Collaboration

• Work closely with HR, L&D, and QA to support operational outcomes
• Ensure alignment between operational delivery and support functions

Continuous Improvement

• Drive ongoing process improvements and operational efficiencies
• Promote a culture of proactive problem solving and execution discipline

Requirements

• 5–8+ years’ experience in a BPO/contact centre leadership role
• Proven experience managing multiple campaigns or business units
• Experience working with international clients (USA or UK preferred)
• Demonstrated ability to improve performance and drive operational results