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

Responsibilities:

• 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.

WordPress Technical Oversight

• Serve as an escalation point for complex WordPress 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 WordPress knowledge.