As an Operations Manager, your responsibilities include: -The co-management of the Customer Experience Centre's daily operation to meet contractual KPI’s -The recruitment, management, coaching and development of a team of Team Leaders to ensure quality and productivity targets are met -Effective Change Management – knowing how to handle periods of change and lead a team through such periods, displaying motivating and encouraging behaviors -Conduct regular 1-2-1 meetings with your team -To report metrics to the client and offer recommendations whenever possible