Operations Manager

Job Description

Title: Operations Manager

Company Name: INNOV Tech

Vacancy: n/a

Age: Na

Job Location: Anywhere in Bangladesh

Salary: --

Experience:

• At most 4 years

Published: 2026-08-13

Application Deadline: 2026-08-22

Education: Required Qualifications: Bachelor`s degree in Business Administration, Management, Marketing, or a related field. MBA or relevant professional qualification will be an advantage.

Requirements:

• At most 4 years

Skills Required:

Additional Requirements:

Responsibilities & Context: About INNOV TECH INNOV TECH is an IT and BPO company providing call center, lead generation, cold calling, telesales, customer acquisition, customer support, virtual assistance, back-office support, and other outsourcing solutions for international clients. We are looking for an experienced and highly responsible Operations Manager to oversee our call center operations and ensure that campaigns are executed efficiently, professionally, and according to client requirements. Job Responsibilities: Manage and oversee the company`s day-to-day call center operations. Supervise team leaders, supervisors, agents, and operational staff. Ensure all campaigns are running according to client requirements, scripts, processes, and compliance standards. Set daily, weekly, and monthly operational targets for teams and individual agents. Monitor agent performance and ensure achievement of KPIs and campaign targets. Track key performance metrics such as calls made, connect rate, conversion rate, talk time, sales, appointments, leads, revenue, and attendance. Analyze operational reports and identify areas requiring improvement. Take corrective actions when teams or individuals are not meeting performance expectations. Develop and implement strategies to improve productivity, conversion rates, quality, and overall campaign performance. Work closely with Team Leaders and Supervisors to ensure effective team management. Conduct regular performance meetings and provide feedback to team members. Monitor attendance, punctuality, adherence to schedules, and employee productivity. Ensure agents follow approved scripts, workflows, and company policies. Coordinate agent training, onboarding, coaching, and refresher training programs. Work with Quality Assurance personnel to monitor call quality and customer interactions. Review call recordings and identify opportunities for improvement. Handle operational issues, employee conflicts, escalations, and performance-related concerns. Coordinate with the Business Development team during the launch and onboarding of new campaigns. Ensure new campaigns are properly implemented before agents begin production. Communicate campaign updates, client requirements, and process changes to the operations team. Maintain regular communication with clients when required and provide operational updates. Prepare daily, weekly, and monthly operational reports for senior management. Monitor campaign profitability and operational efficiency in coordination with management. Identify operational risks and implement solutions to minimize losses and improve efficiency. Ensure proper utilization of dialers, CRM systems, lead-management platforms, and other operational tools. Coordinate with the technical team regarding dialer, CRM, internet, workstation, and system-related issues. Maintain a professional, disciplined, and performance-driven workplace environment. Develop SOPs and operational procedures to improve consistency and scalability. Support recruitment by identifying staffing requirements based on campaign volume and operational needs. Participate in interviews and help management select suitable candidates for operational positions. Ensure sufficient staffing levels for all active campaigns. Take full ownership of operational performance and continuously look for ways to improve productivity and profitability. Proven experience in call center, BPO, telesales, customer service, or similar operations. Previous experience in a supervisory or management position is strongly preferred. Required Experience: Candidates with 3+ years of experience in call center/BPO operations will be preferred. Experience managing international campaigns, particularly US-based campaigns, will be highly advantageous. Required Skills & Competencies: Strong leadership and team management skills. Excellent communication and interpersonal skills. Strong English communication skills, both written and verbal. Excellent problem-solving and decision-making abilities. Strong knowledge of call center KPIs and performance management. Ability to analyze operational data and performance reports. Strong understanding of sales and customer service operations. Ability to manage multiple campaigns simultaneously. Strong organizational and time-management skills. Ability to work under pressure and meet strict deadlines. Strong conflict-resolution and employee-management skills. Proficiency with Microsoft Excel/Google Sheets and reporting tools. Familiarity with CRM, dialer, call monitoring, and workforce management systems. Key Performance Indicators (KPIs) The Operations Manager will be responsible for improving and maintaining: Agent productivity Campaign conversion rate Sales/revenue performance Lead quality Appointment/transfer rate Call quality Attendance and schedule adherence Agent retention Customer/client satisfaction Campaign profitability Operational efficiency Team performance against targets Preferred Industry Experience Candidates with experience in the following areas will receive preference: BPO / Call Center Outbound Call Center Inbound Call Center Telesales Lead Generation Customer Support International Sales US Campaigns Telemarketing Appointment Setting Customer Acquisition What We Expect From You We are looking for an operations leader, not just a supervisor. The ideal candidate should be capable of taking ownership of the entire operation, identifying problems before they become serious, managing people effectively, improving agent performance, and ensuring that every campaign delivers measurable results. You should be comfortable working with performance data, making decisions under pressure, handling employees and clients professionally, and taking responsibility for the overall success of the operation. Compensation & Benefits: Competitive salary based on experience and qualifications Performance-based incentives Performance bonuses Career growth opportunities Professional working environment Opportunity to work with international clients and campaigns Training and professional development opportunities

Job Other Benifits:

Employment Status: Full Time

Job Work Place:

Company Information:

Gender: Both Male and Female can apply

Read Before Apply: Please apply only who are fulfilling all the requirements of this job

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