Job Description

MEET COMPASS

We are a Business Process Outsourcer (BPO) committed to fostering brand growth through outstanding customer experiences. Compass was founded by e-commerce pioneers who struggled to find an equally innovative customer service partner. Many companies view customer care as merely a cost center, but we believe it offers much more! If you enjoy delighting customers and leveraging data to provide valuable insights to clients, Compass could be your ideal workplace!

IT Operations Manager (IT Support - Call Center)

The Operations Manager serves in a dual-capacity leadership role responsible for both operational execution and client relationship management within a high-volume IT support contact center environment. This role leads day-to-day delivery across a multi-channel support operation including inbound/outbound voice, email, ticketing, and digital support channels within a BPO environment.

The Operations Manager is accountable for driving operational performance, ensuring achievement of contractual KPIs and service level targets, maintaining strong employee engagement and team culture, including leading/mentoring/coaching team leaders and aligning financial performance with business objectives and client expectations. This position partners directly with the client to provide strategic operational oversight, proactive communication, and continuous improvement initiatives.

The role oversees support delivery across multiple IT service areas for one client- including technical support, software/application support, infrastructure-related support, password resets and incident management within a fast-paced, high-volume environment. Success in this role requires strong leadership, operational discipline, client management capabilities, and the ability to ensure high-quality, efficient, and cost-effective service delivery while maintaining an exceptional end-user experience.

Key Responsibilities:

• Leadership:

  • Provide direction and leadership for the IT program team, ensuring operational alignment with client expectations and company goals.
  • Serve as the primary point of contact for client stakeholders on operational matters, hosting weekly client business reviews and Quarterly client business reviews.
  • Manage multiple Tech/IT programs

• Operational Management:

  • Oversee day-to-day operations supporting IT call center services; including helpdesk, tech support, infrastructure, or software-related trouble shooting.
  • Ensure service level agreements (SLAs), key performance indicators (KPIs), and quality metrics are consistently met or exceeded.
  • Create & execute bridge plans for any KPIs that are not meeting targets.

• Process Improvement & Quality Assurance:

  • Identify and recommend opportunities for process optimization, automation, and continuous improvement.
  • Work closely with Quality, Training, and Workforce Management teams to enhance performance and operational efficiency.

• People Management:

  • Lead and develop a global team of Team Leaders, shift leaders, and agents.
  • Conduct performance reviews, coach for career development, and foster a high-performance culture.

• Client Engagement & Relationship Management:

  • Build strong relationships with client partners and maintain regular communication to ensure satisfaction and address concerns proactively.
  • Translate client requirements into actionable operational plans.

• Financial & Resource Management:

  • Monitor budget, efficiencies, and resource allocation to ensure profitability and optimal delivery.
  • Experience in managing cost per transaction accounts is required
  • Provide regular reports on program performance, financial health, and risk management.

• Compliance & Risk Mitigation:

  • Ensure adherence to data privacy, security, and compliance standards relevant to IT service delivery.
  • Mitigate risks through proactive incident management and business continuity planning.

Qualifications and Physical Requirements with or without reasonable accommodation:

• 6+ years of experience in BPO operations, with at least 4+ years in a leadership role managing IT call center- technical support programs.
• Strong understanding of ITIL, service management frameworks, or related methodologies - managing POS & Aloha systems is highly preferred
• Experience managing large teams and working with international clients, especially in tech or software industries.
• Proven track record of meeting/exceeding operational KPIs and client expectations.
• Exceptional leadership, communication, and stakeholder management skills.
• Strong problem-solving abilities.
• Ability to operate a computer/laptop and a headset
• Ability to perform all duties of the job while sitting and/or standing for prolonged periods (i.e., for the duration of shift)
• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
• Decisiveness and attention to detail.
• Proficiency with the necessary technology, including computers, software applications, phone systems, etc.

Availability:

Full-time position with weekdays, weekends, and nighttime availability. Work at Home position, Travel - less than 25%. Compass offers a competitive compensation package based on experience, including a base salary, monthly allowance, paid time off, full statutory benefits, and a comprehensive HMO.