BPO Operations Manager- 100% Remote
Who We Are Sirius Support is a fully-remote outsourcing organization that provides customer support across a variety of technology and customer service functions. Our founders have 40 years of combined experience building and leading teams in various fields across various industries and domains. Our Culture We create and build human connections through technology. We encourage work-life balance for our part- and full-time independent contractors. We are a fun remote family that encourages diversity, inclusivity, and respect. Communication and teamwork are important to us because we rely on each other individually and collectively as one large happy family to produce top-notch results. What makes our employees happy is a caring remote environment with regular talent engagement and development. We are competitive and strive to live by our success mantra: Define, Measure, Analyze, Improve, Control, and Repeat What We Offer It is an opportunity to work at one of the few truly global, truly remote work organizations, and to learn from highly-skilled people with a focus on developing our talent through coaching and mentoring. • Exposure to multi-disciplinary areas and hands-on experience with a variety of work • Daily and weekly team and group meetings • Regular coaching sessions to help you learn and improve • Clear feedback so you always know where you stand Who You Are If you resonate with what you have read so far, this is who we are looking for: You believe in enjoying what you do for work and you are good at your job. You are a committed, adaptable, technology savvy, and self-motivated individual with a good sense of humor. You enjoy working in a fast-paced and people-centric environment that drives high performance and positive behaviors. You enjoy learning as well as sharing knowledge and teaching others. You are proactive and take the initiative for continuous improvements. Key Responsibilities • Manage overall operations of the customer support center, overseeing multiple teams • Develop and implement operational strategies to improve efficiency and customer satisfaction • Analyze performance data and KPIs to identify trends and opportunities for improvement • Collaborate with WFM team to optimize staffing levels and schedules • Work closely with Product and RTA teams to address systemic issues and improve processes • Lead cross-functional projects to enhance service delivery and operational capabilities • Establish and maintain quality assurance standards and monitoring programs • Manage operational budget and resource allocation • Develop and maintain standard operating procedures and documentation • Present operational insights and recommendations to senior leadership Qualifications • 5+ years of operations management experience in customer support or BPO environment • Strong analytical skills with proficiency in data analysis and reporting tools • Proven experience managing multiple teams and driving operational excellence • Excellent project management and organizational skills • Strong business acumen and strategic thinking capabilities • Bachelor's degree in Business, Management, or related field required; MBA preferred • Experience with Lean/Six Sigma methodologies is a plus Key Skills Strategic Planning Operations Management Data Analytics Budget Management Process Improvement Stakeholder Management Eligibility Requirements To be eligible to apply for any position at Sirius Support, you will need: • A stable internet connection of at least 50 Mbps up and down • A laptop or desktop, PC or Mac or Linux based operating system, dual core processor with at least 8GB or RAM • A webcam and headset • A quiet place to work • A go-getter attitude and a willingness to learn and teach • Energy and excellent ability to communicate with customers • Excellent command of the English language - comprehension, spoken and written Why Join Sirius Support? ✅ Work from home – No commute, comfortable environment, better work-life balance ✅ Skill development – Gain valuable customer service and technical support experience for your career ✅ Supportive team – Dedicated support from Sirius operations, training, and technical teams ✅ Future opportunities – High performers may be considered for additional Sirius Support programs and extended contracts Application Process • Submit Application – Complete online application with resume • Screening and Technical Assessment– Brief conversation to assess fit and answer questions. Verify equipment and connectivity meet requirements • Background Check – Comprehensive screening • Training Enrollment – Access to online training platform • Go Live Equal Opportunity Sirius Support is an equal opportunity employer committed to building a diverse and inclusive workforce. We do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic. Job Types: Full-time, Part-time, Contract Pay: $30.00 - $35.00 per hour Benefits: • Referral program Experience: • Leadership: 3 years (Preferred) • Customer service: 3 years (Preferred) Work Location: Remote Apply tot his job Apply tot his job