Operations Manager (SDQ)
On-site · Santo Domingo, Nacional, Dominican Republic
Job Summary
Operations Manager to lead a 4–5 supervisor-led customer support team in a BPO, driving KPI performance (FRT, resolution rate, CSAT, quality scores, SLA adherence), conducting weekly reviews, and overseeing escalation-ready technical support with hands-on WordPress troubleshooting (themes/plugins, HTML/CSS, site structure). Responsibilities include performance analytics, coaching leaders, SOP execution, QA collaboration, workforce optimization with WFM, client-facing reporting, and ensuring consistent, customer-friendly troubleshooting workflows across chat and email channels.
Required Qualifications
- Bachelor's degree
- 5+ years of BPO operations experience
- 2+ years managing Supervisors or Team Leads
- Advanced English proficiency
- Proven experience managing KPI-driven environments
- Strong reporting and analytical skills
- Knowledge of WordPress in a plus, including themes and theme customization, plugins and plugin conflicts
- Basic HTML/CSS understanding
- Site structure (Posts vs. Pages, menus, widgets)
- Troubleshooting layout and performance issues
- Experience supporting chat and email channels
- Experience with Zendesk or similar ticketing platforms
- Experience supporting SaaS or technology clients
- Experience in high-touch, complex support environments
- Familiarity with AI-assisted tools in customer support
- Experience scaling teams from pilot/trial to full production
- Data-driven decision-making
- Strong leadership presence
- Coaching and performance management
- Structured troubleshooting mindset
- Customer-centric thinking
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