Senior Operations Manager

COMPANY: Leading BPO based in MoratuwaPOSITION: Senior Client Delivery Manager – Customer Operations (2 openings)LOCATION: Moratuwa, Sri LankaSALARY: LKR 250,000 – 500,000 (Gross) | UK Shift (12:00 PM – 9:00 PM) | Transport provided after workOVERVIEW:Our client, a reputed BPO based in Moratuwa, is seeking experienced and results-driven professionals to join their Customer Operations team as Senior Client Delivery Managers. The ideal candidates will oversee client delivery operations for UK-based accounts, ensuring service excellence and operational efficiency while leading teams to achieve performance goals.RESPONSIBILITIES:Manage day-to-day operations and ensure timely, high-quality service delivery.Lead, coach, and motivate teams of approximately 15 agents.Oversee training, performance reviews, and continuous improvement initiatives.Monitor KPIs, SLAs, and quality standards to meet client expectations.Collaborate with cross-functional teams to drive operational excellence.Generate and present performance reports and dashboards.PRE-REQUISITES:Bachelor’s degree in Business Administration, Management, or a related field (Master’s preferred).Minimum 5 years of experience managing teams in a BPO call center/contact center environment.Proven leadership in coaching, performance management, and process optimization.Excellent communication skills in English (both written and verbal).Proficiency in CRM systems, dialers, QA systems, and reporting dashboards.Prior experience managing UK or European client accounts preferred.Willingness to work onsite in Moratuwa during UK business hours (12:00 PM – 9:00 PM).Transport facility provided after work.