About the role

Peak Outsourcing is hiring an Operations Manager in Belize City to oversee the day-to-day operations of specific client accounts in its contact center. The role manages Team Leaders and agents, tracks performance, and serves as the main point of contact for clients.

Responsibilities

Oversee daily operations for assigned accounts and maintain standard operating procedures.
Manage and develop Team Leaders and contact center agents through coaching, feedback, and performance management.
Monitor KPIs such as resolution rates, customer satisfaction, and schedule adherence, and act on gaps.
Serve as the primary point of contact for client communication.
Run regular quality checks and manage staffing, scheduling, and shift planning.
Report on operational performance to the Senior Operations Manager.
Ensure compliance with company policies, industry regulations, and client requirements.

Requirements

At least 2 years of sales operations management experience in a BPO or contact center.
Proven leadership of large teams.
Strong verbal and written English.
Able to work in a fast-paced environment and manage multiple priorities.
Strong problem-solving skills and a strategic mindset.
Flexibility to work night shifts or be on call.
Must live in Belize.

Preferred qualifications

Associate's degree in Business Management, Operations, or a related field.