Operations Manager, Customer Service

Overview

170+ Years Strong. Industry Leader. Global Impact. At Pinkerton, the mission is to protect our clients. To do this, we provide enterprise risk management services and programs specifically designed for each client. Pinkerton employees are one of our most important assets and critical to the delivery of world-class solutions. Bonded together, we share a commitment to integrity, vigilance, and excellence.

Pinkerton is an inclusive employer who seeks candidates with diverse backgrounds, experiences, and perspectives to join our network of industry subject matter experts.

The Operations Manager (OM) leads day-to-day operations for the CS India email team within the Business Assurance Centre (BAC). This role manages a team of 6+ supervisors and 24+ associates who process approximately 4,000 emails weekly across three shifts (24/7 coverage). The OM drives operational excellence through active coaching, consistent communication of expectations, and direct accountability for team performance against service level agreements and quality standards.

This is a contact centre operations leadership role - managing email volume, response quality, staffing compliance, and supervisor development with the same discipline and metrics rigor applied to voice-based contact centers.

This role requires an active leader - someone who takes control of operational outcomes, drives accountability, and leads from the front. Passive management and reactive decision-making do not fit this environment. The CS India team operates within Corporate Security, handling sensitive security and safety inquiries including medical emergencies, threats of harm, employee well-being concerns, and facility incidents. While deep security expertise is not required, familiarity with security operations and the judgment required to triage sensitive situations is a strong advantage.

Responsibilities

• Represent Pinkerton’s core values of integrity, vigilance, and excellence.
• Actively coach supervisors on leadership expectations, email quality standards, escalation judgment, and team communication.
• Conduct regular 1:1s with each supervisor to review performance, address gaps, and develop capability.
• Ensure supervisors can independently coach their frontline associates - building capability at the supervisor level that cascades to the team.
• Deliver consistent feedback aligned with the other Operations Manager(s) so that expectations remain uniform across all shifts and supervisors.
• Identify supervisor skill gaps and create targeted development plans.
• Lead, not manage passively - be present, visible, and decisive in setting direction for the supervisory team.
• Own team performance against email response time SLAs (Priority: 30 minutes, Urgent: 1 hour, Standard: 4 hours).
• Monitor daily queue health - email volume, aging, staffing levels, and coverage gaps.
• Drive case quality scores above organizational goals through coaching, not just monitoring.
• Review and act on Process Improvement (PI) scorecard results - translate quality data into specific coaching actions for supervisors.
• Conduct root cause analysis when SLA targets are missed and implement corrective measures.
• Understand the sensitivity and urgency of security-related communications - prioritize life safety, medical, and threat-related emails accordingly.
• Partner with the Workforce Management (WFM) resource on schedule adherence and leave planning.
• Actively monitor daily staffing compliance (minimum staffing thresholds met per shift).
• Communicate proactively with CS leadership when coverage gaps emerge - provide queue status, staffing levels, specific needs, and shift coverage details without being prompted.
• Set and reinforce expectations for email response quality: accurate classification, appropriate tone, correct routing, and stakeholder notification
• Coach supervisors and associates on the distinction between template compliance and thoughtful, situation-appropriate responses.
• Review escalations and sensitive cases to ensure responses meet the standard before sending
• Own corrective actions and after-action reviews (AARs) for handling failures - drive accountability, not deflection.
• Recognize that security communications require judgment beyond process compliance - a theft report and a lost item require different responses.
• Communicate with CS leadership proactively - surface issues, share context, and provide solutions (not just questions).
• Respond to partner team inquiries with ownership and accountability.
• Ensure consistent messaging between both Operations Managers so the team hears one standard, not two.
• Ensure the team does not operate below minimum staffing levels without documented awareness and escalation.
• All other duties, as assigned.

Qualifications

Have a minimum 5-years of experience in leading and managing all aspects of an operations center or equivalent experience in a team management role out of which 3+ years managing operations in a contact center, BPO, or high-volume email/case management environment. Bachelor's degree (required) with the background of security operations, corporate security, physical security, or protective services (understanding the sensitivity and urgency of security-related communications). Experience managing teams of 30+ across multiple shifts Familiarity with Salesforce or similar case management platforms Six Sigma, Lean, or continuous improvement methodology experience. Experience managing vendor-contracted teams. Experience in environments where judgment and escalation decisions carry safety or compliance implications

Experience managing supervisors (not just frontline associates) - demonstrated ability to develop middle management. Proven track record of coaching and developing team leads/supervisors into independent decision-makers. Experience managing SLA-driven operations with defined response time targets. Strong written and verbal communication in English (active voice, clear, concise, professional). Experience with workforce scheduling in a 24/7 environment (understanding of shift coverage, leave management, and staffing compliance). Comfort with data - ability to read dashboards, interpret quality scores, and translate metrics into coaching actions. Demonstrated leadership presence - takes initiative, drives decisions, and holds teams accountable without requiring constant direction from above.

• Takes control of operational Does not wait for direction, does not default to asking permission, and does not allow the team to drift. Active leadership means being present, visible, and decisive.
• The OM actively develops supervisors - not just tracks their performance metrics. Coaching happens daily, not quarterly.
• Does not wait to be asked for Surfaces issues, provides context, and offers solutions before CS leadership identifies the gap.
• Expectations communicated to one supervisor are communicated to all. Feedback aligns with the other OM so the team hears one standard.

Working Conditions:

With or without reasonable accommodation, requires the physical and mental capacity to effectively perform all essential functions;

• Regular computer usage.
• Occasional reaching and lifting of small objects and operating office equipment.
• Frequent sitting, standing, and/or walking.
• Travel, as required.

Pinkerton is an equal opportunity employer to all applicants and positions without regard to race/ethnicity, color, national origin, ancestry, sex/gender, gender identity/expression, sexual orientation, marital/prenatal status, pregnancy/childbirth or related conditions, religion, creed, age, disability, genetic information, veteran status, or any protected status by local, state, federal or country-specific law.