Associate Operations Manager - Belmopan

Transparent BPO is a leading provider of contact center BPO services.  Through talent, process, and technology, we integrate with our client’s brands and culture to deliver a superior customer experience across all channels.  We are looking for talented people who are committed to achieving excellence and who will help us to continue to be a world-class provider of outsourced contact center solutions for our clients.

The Associate Operations Manager supports the Operations Manager in daily activities of the assigned program, working to identify trends and drive performance. In this role, you work closely with the Operations Manager to support and develop the SMEs, QAs, and Team Leaders. Jr Operations Manager will be responsible for level 1 HR, managing performance expectations, overseeing quality, motivating, and encouraging the staff to develop a great work environment.

Responsibilities and Duties

• Monitor campaign and agent performance and put in corrective measures as needed.
• Work with Client Services / Operations Manager to help identify performance issues and ensure proper proactive measures are being taken.
• Communicate with Client Services / Operations Manager on performance goals, agent issues and any other information that a client would need to know.
• Evaluate Team Leader performance and attendance.
• Find ways to enable team leaders’ development through continuing training, goal setting, individualized feedback, etc. Identify Team Leader opportunities and implement action plans or involve Training Manager to provide additional training/support. 
• Prepare Development plans for all direct reports.
• Ensure that Team Leaders are managing their agents’ punctuality, attendance, leaves and breaks properly.
• Track and Review all adherence numbers.
• Review and Approve all payroll reports in the required deadlines.
• Create and cultivate excellent sales, customer service or technical support environment on the call floor with the use of games, motivation, etc.
• Oversee all Tier 1 human resources issues such as leaves, vacations, and other requests.

Required Knowledge and Skills

• Ability to effectively communicate with clients.
• Leadership and motivational skills.
• Coaching ability.
• Interpersonal skills.
• Decision-making and analytical skills.
• Computer skills.

Education/Experience

• Three years’ experience in a leadership role.
• Associates degree or equivalent work experience.

Evaluation of Performance:

The Associate Operations Manager will be evaluated regularly by the (Site director) to ensure the position is positively impacting clients/employees.  Key KPI’s will be tracked at the operation level, such as Attrition, Client KPI and Team lead’s performance. Skip level meetings will be performed by VP regularly to ensure employee satisfaction is being improved.  This position will know it is being successful when Operation Excellence is achieved at both the client and employee level.

                                                                                                                  Deadline for submission is April 30, 2026