IT Operations Manager Compass Experience Labs

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.