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