Support Services Group (SSG) is a global leader in providing business process outsourcing (BPO) solutions for customer support, technical assistance, and back-office functions. We are committed to delivering world-class service and innovative solutions that drive client success. We are seeking a dynamic and motivated Junior Operations Manager to join our growing team. The ideal candidate will assist in managing day-to-day operations, drive process improvements, and ensure service excellence. This role offers the opportunity to collaborate with cross-functional teams, develop leadership skills, and contribute directly to client and company success. Key Responsibilities: + Assist in planning, coordinating, and overseeing daily operational activities. + Monitor key performance indicators (KPIs) to ensure targets are met and identify opportunities for improvement. + Support team leaders in coaching and developing team members to maintain high performance levels. + Collaborate with the senior operations manager to implement and enforce policies and procedures that enhance productivity and quality. + Analyze operational data to generate reports and present findings to stakeholders. + Maintain open communication with clients to address concerns and ensure satisfaction with service delivery. + Participate in strategic planning for process enhancements and workforce management. + Ensure compliance with company standards, policies, and industry regulations. Required Skills & Qualifications: + Bachelor's degree in business administration, Operations Management, or related field (or equivalent experience). + 3+ years of experience in an operations, supervisory, or support management role, preferably in a BPO or customer support environment. + Strong problem-solving skills and a proactive approach to identifying challenges and solutions. + Excellent communication and interpersonal skills for both internal teams and external clients. + Proficiency in operational reporting, data analysis, and performance monitoring tools. + Ability to work in a fast-paced environment and manage multiple priorities. + Leadership qualities with the ability to inspire and motivate teams. Preferred Qualifications: + Experience with process improvement methodologies (e.g., Lean, Six Sigma). + Familiarity with CRM systems and customer support platforms. + Project management experience is a plus. What We Offer: + Competitive salary and benefits package + Professional development and growth opportunities + A collaborative and supportive work environment Support Services Group is an award-winning global CX solutions company who creates amazing experiences for the world's best brands and their customers. We're an ambitious team of innovators, risk-takers, and game-changers: the kind of folks who thrive on solving complex problems.