{"id":4320633,"url":"https://alion.io/job/tp-operations-manager-3","title":"Operations Manager","company":{"id":7921,"name":"TP","domain":"tp.com","url":"https://alion.io/company/tp","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":{"grade":"A","score":97,"open_postings":5,"ghost_share":0,"stale_share":0,"repost_share":0.2,"time_to_fill_p50_days":22,"computed_at":"2026-11-14T05:58:10Z"}},"role":"Management","role_family":"Management","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bangkok, Thailand"],"countries":["TH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Google Sheets","optional":false},{"name":"ISO 27001","optional":false},{"name":"PCI DSS","optional":false}],"status":"live","first_seen_at":"2026-11-14T20:07:29Z","employer_posted_date":"2026-11-14","last_verified_at":"2026-11-14T20:07:29Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Overview\nWe are seeking a results-driven Operations Manager to oversee daily service delivery, team performance, and client satisfaction across our BPO operations. You will lead a team of Team Leaders and customer service/back-office agents to ensure Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and quality standards are consistently met or exceeded while maintaining operational efficiency and cost control.\nQualifications\nExperience: 5+ years in a BPO/contact center environment, with at least 2+ years directly managing Team Leaders.\n Education: Bachelor’s degree in Business Administration or a related field (or equivalent operational experience).\n Technical Proficiency: Strong command of CRM platforms, ACD/telephony systems, WFM tools, and data analysis software (Excel/Google Sheets).\nCore Competencies: Exceptional analytical, conflict-resolution, and executive communication skills.\nAvailability: Flexibility to work rotational shifts, weekends, or holidays aligned with client operational hours.\nResponsibilities\nOperations & Metrics Management\nManage daily end-to-end floor operations (voice, chat, email, or back-office) to consistently achieve core metrics including SLA, AHT, FCR, CSAT, and NPS.\nPartner with Workforce Management (WFM) to ensure accurate scheduling, staffing optimization, and adherence to volume forecasts.\nPeople Leadership\nDirect, coach, and develop a team of Supervisors/Team Leaders to foster a high-performance culture.\nCollaborate with HR and Training to manage attrition, drive employee engagement, and streamline onboarding and continuous upskilling.\nClient Relations & Strategy\nServe as the primary operational contact for client stakeholders, leading regular performance reviews (WBRs, MBRs, QBRs).\nTranslate evolving client business objectives into actionable floor execution plans and proactively escalate potential risks.\nProcess Improvement & Profitability\nIdentify operational bottlenecks and implement continuous improvement initiatives (e.g., Lean, Six Sigma) to enhance productivity.\nOversee account budgets, control overtime costs, and ensure strict adherence 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