About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech.
The People First culture at TaskUs has enabled the company to expand its workforce to approximately 45,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States.
It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment's notice, and mastering consistency in an ever-changing world.
What We Offer:At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.
Summary
The Senior Operations Manager is an experienced Business Process Outsourcing (BPO) leader responsible for optimizing efficiency, driving performance, and ensuring the sustainable achievement of goals across multiple operational functions in a call center setting. This role requires expertise in scaling operations, managing cross-functional teams, driving data-driven performance management, and maximizing profitability.
Key Responsibilities

• Strategic Planning & Financial Management: Develop and execute strategic plans to align shared services and overall LOB objectives with business goals. This includes maximizing profitability through managing accounts' financials, ratios, and cost optimization.
• Operational Oversight & Performance: Lead and manage day-to-day call center activities, ensuring sustainable achievement across multiple functions. This involves setting daily/monthly operational and financial objectives and conducting performance analysis to drive continuous improvement and compliance.
• Stakeholder & Client Management: Manage stakeholder relationships, acting as the primary liaison between internal teams and external partners/clients. This includes working as a Point of Contact (POC) with current clients and communicating with them concerning business/operational results.
• Team Leadership & Development: Hire, coach, and provide training to management and team leaders to maintain high customer service standards. The role involves directing workforce planning, recruitment, and talent development for high-performing teams, and assessing/evaluating their performance.
• Process Improvement & Quality: Spearhead process optimization initiatives to improve efficiency, service quality, and cost-effectiveness. This can also include ensuring that quality processes are set up as per the company's quality model, although this may be in collaboration with a Quality Manager.
• Data Analysis & Reporting: Collect and analyze call-center statistics (sales rates, costs, customer service metrics). The manager will use advanced data management and analysis functions to produce data-driven reports and present account performance on a regular basis to management.

Required Qualifications & Skills

• Experience: Extensive experience (e.g., 8+ years) in BPO operations, team leadership, and workforce management within a call center environment is typically required.
• Certifications: Industry-recognized certifications such as Green Belt Six Sigma or COPC certification are beneficial.
• Technical Skills: Strong practical experience with advanced data analysis, MS Excel (PivotTable, Charts, Statistical functions), and dashboard creation is essential.
• Soft Skills: Excellent communication (both written and spoken, with fluency in English often required), leadership, problem-solving, and conflict management skills.
• BPO Expertise: Expert knowledge in capacity planning, scheduling optimization, managing cross-functional teams, and working closely with WFM to align on client requirements.

How We Partner To Protect You: TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs.
DEI: In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know.
We invite you to explore all TaskUs career opportunities and apply through the provided URL https://www.taskus.com/careers/.