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Position Summary:We are seeking an experienced Operations Manager to lead a WordPress-focused customer support operation within a BPO environment. This role is responsible for driving performance against KPIs, ensuring service excellence, and leading a team of 4–5 Supervisors overseeing technical support associates.
The ideal candidate combines strong operational leadership with hands-on WordPress knowledge and troubleshooting expertise. This individual must be comfortable managing reporting, analyzing performance trends, coaching leaders, and ensuring high-quality technical support delivery.
Responsibilities:
- Lead and manage 4–5 Supervisors (Team Leads) overseeing customer support agents.
- Drive performance to meet and exceed KPIs (FRT, resolution rate, CSAT, quality scores, SLA adherence).
- Conduct weekly business reviews and performance deep dives.
- Ensure accountability at the Supervisor and agent level.
- Develop action plans to close performance gaps.
Performance & Reporting
- Analyze daily, weekly, and monthly performance reports.
- Identify trends, risks, and operational inefficiencies.
- Partner with QA and Training teams to improve quality and knowledge gaps.
- Own workforce optimization in collaboration with WFM.
- Present performance updates internally and to clients as needed.
Coaching & Development
- Provide structured coaching and performance management for Supervisors.
- Develop leadership capability within the team.
- Ensure consistent application of SOPs and troubleshooting frameworks.
- Lead calibration sessions to maintain quality standards.
WordPress Technical Oversight
- Serve as an escalation point for complex WordPress troubleshooting issues.
- Ensure teams are properly diagnosing issues related to:
- Themes and plugins
- Site layout and design issues
- Plugin conflicts
- Caching and performance
- Content visibility/navigation
- Validate that troubleshooting follows logical, customer-friendly workflows.
- Partner with training to maintain up-to-date WordPress knowledge.