KCall

Operations Manager

Operations
full-time
Tbilisi

About This Role

The Operations Manager is responsible for the overall performance, efficiency, and quality of KCall's contact center operations. You will oversee multiple client projects, manage team leads and agents, drive continuous improvement initiatives, and ensure that all service level agreements are consistently met or exceeded. This is a leadership role requiring strong operational expertise and people management skills.

Responsibilities

  1. 1Oversee daily contact center operations across multiple client projects, ensuring all service level agreements (SLAs) and key performance indicators (KPIs) are consistently met
  2. 2Manage, mentor, and develop a team of team leads and supervisors, conducting regular performance reviews and providing constructive feedback
  3. 3Analyze operational data and performance reports to identify trends, bottlenecks, and improvement opportunities, then implement corrective actions
  4. 4Collaborate with the client services team to manage client relationships, handle escalations, and ensure client satisfaction with service delivery
  5. 5Develop and implement workforce management strategies including scheduling, capacity planning, and resource allocation to optimize staffing levels
  6. 6Lead quality assurance initiatives by establishing standards, reviewing call monitoring results, and driving training programs to address performance gaps
  7. 7Manage project onboarding for new clients including script development, agent training, system configuration, and go-live support
  8. 8Prepare and present regular operational reports to senior management, providing insights on performance, costs, and strategic recommendations

Requirements

  • Minimum 3 years of experience in contact center operations or a similar customer service management role, with demonstrated leadership responsibilities
  • Fluency in Georgian and English is required; Russian language proficiency is highly desirable
  • Proven ability to manage teams of 20 or more people, including hiring, training, performance management, and conflict resolution
  • Strong analytical skills with experience using data and reporting tools to drive operational decisions and improvements
  • Excellent organizational and time management skills with the ability to prioritize effectively across multiple concurrent projects
  • Familiarity with contact center technologies including CRM systems, call routing platforms, workforce management tools, and reporting dashboards

What We Offer

  • Competitive salary commensurate with experience, plus a performance-based bonus structure tied to operational KPIs
  • Leadership role with significant autonomy and the opportunity to shape the growth and direction of KCall's operations
  • Professional development opportunities including industry conferences, management training programs, and certification support
  • Modern office environment in central Tbilisi with access to the latest contact center technology and management tools
  • Collaborative senior management team with a culture of transparency, innovation, and continuous improvement
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