Operations Manager (BPO)

About Connectra BPO

Connectra BPO is a fast-growing multilingual outsourcing company headquartered in Uzbekistan, delivering high-quality customer experience and back-office solutions for clients across Europe, North America, and Asia. Our mission is to connect global businesses with Uzbekistan’s exceptional talent and multilingual workforce.

Job Summary

We are seeking a dynamic and experienced Operations Manager to oversee day-to-day operations of our BPO delivery teams. You will be responsible for leading team performance, maintaining operational excellence, and driving client satisfaction across multilingual campaigns. This role requires hands-on leadership and a strong background in people management and service delivery within a BPO or call center environment.

Key Responsibilities

• Lead and manage day-to-day operations for assigned teams and projects

• Ensure performance KPIs (quality, efficiency, customer satisfaction) are met

• Manage scheduling, staffing, and workflow allocation

• Collaborate with HR for hiring, training, and professional development of staff

• Monitor and improve operational processes and SLAs

• Handle escalations and maintain strong client relationships

• Prepare regular performance reports and improvement plans

• Support the onboarding of new accounts and contribute to SOP development

• Drive initiatives for continuous improvement and cost efficiency

Qualifications

• 2+ years of experience in a similar role within the BPO or call center industry

• Proven track record of managing teams and driving performance in a service environment

• Strong communication and organizational skills

• Fluent in Russian and English; German is a strong advantage

• Proficiency in CRM and workforce management tools

• Strong analytical and problem-solving abilities

• Ability to work in a fast-paced, multicultural environment

• Bachelor’s degree in Business, Management, or related field preferred

What We Offer

• Competitive salary and performance-based bonuses

• A collaborative and inclusive work environment

• Career development opportunities with a growing company

• Access to international projects and clients

• Centrally located office in Tashkent

Ready to lead operations at one of Uzbekistan’s most ambitious BPOs?
Apply now and help us connect global businesses with the power of Central Asia’s multilingual talent.