Operations Manager (SDQ)

Position Summary:

We are seeking an experienced Operations Manager to lead a 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 tech support knowledge and troubleshooting expertise. This individual must be comfortable managing reporting, analyzing performance trends, coaching leaders, and ensuring high-quality technical support delivery.

Responsibilities :

Operational Leadership

• 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.
  
   

Technical Oversight

• Serve as an escalation point for complex 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 knowledge.

Required Skills/Abilities:

• Advanced English proficiency
• Proven experience managing KPI-driven environments.
• Strong reporting and analytical skills.
• Experience supporting chat and email channels.
• Strong client-facing communication skills.
• Experience with Zendesk or similar ticketing platforms.
• Experience supporting SaaS or technology clients.
• Experience in high-touch, complex support environments.
• Familiarity with AI-assisted tools in customer support.
• Experience scaling teams from pilot/trial to full production.
• Data-driven decision-making
• Strong leadership presence
• Coaching and performance management
• Structured troubleshooting mindset
• High accountability and ownership
• Customer-centric thinking

Education and Experience:

• 5+ years of BPO operations experience.
  2+ years managing Supervisors or Team Leads.
• A bachelor's degree.
  
   

Benefits: 

• Insurance under ARS Humano Royal Plan (Option to upgrade to Max Royal Plan)
• Free snacks every day
• Free catered lunch every day
• Free catered dinner (for those on night shifts)
• Door-to-door transportation after 9:00 PM
• Happy hour on Fridays
• Holiday parties!
• An amazing, unique office environment (no cubes, no assigned workstations!)
• Growth and development opportunities (the most in the industry!)
• Professional development courses by leading business schools like Barna
• Yoga and workout classes (coming soon!)
• Community service opportunities (#HoratioCares)
• Discounts at local restaurants and stores

Life At Horatio: 

Horatio is changing the way people experience life at work. Yes, that’s right - working at Horatio is much different than anywhere you’ve ever worked. Here’s what makes our vibe different:

• Employee First (but actually...): At Horatio, we are a family and that plays into everything we do. We know that our employees are the most important part of the team and we treat them as such! Just ask any member of our team about how different Horatio has been for them and why they love it so much! Or, feel free to check out our Instagram page hirehoratiord to see it for yourself. Whether it’s the free meals, concerts, clubs, yoga classes, or awesome office vibe, there’s something for everyone at Horatio!
• Cool Clients: We work with some of the fastest-growing and innovative companies in the world — and a lot of them are startups. That means no boring scripts and repetition. Instead, you will be challenged to provide clients with ideas, feedback, and new strategies based on what you are seeing each day. You’ll get to interact with clients directly too — it could be the head of the customer experience or even the CEO!
• Growth Opportunities: We’re a fast-growing company and have a lot of opportunities for new employees to grow within. A large number of our senior managers started as associates, proved themselves, and were promoted over and over again. If you are smart, hungry, and driven, the sky's the limit at Horatio!
• Wellness Program: Horatio is committed to spread mental health awareness and promote its importance. To take care of our people we have in-house clinical psychologists.