Operations Manager

ECAM is looking for talented individuals like you! Be the next Operations Manager.

The Manager, Monitoring is responsible for the overall leadership, performance, and strategic direction of the assigned monitoring operations. This role ensures operational excellence through effective workforce management, performance optimization, client service delivery, risk mitigation, and continuous improvement initiatives. The Manager is accountable for achieving operational KPIs, developing high-performing teams, maintaining compliance with company standards, and supporting the achievement of organizational objectives through data-driven decision making and cross-functional collaboration.

Duties & Responsibilities:

Operations Management:

• Ensure that any operational issue is resolved real time.
• Ensure that operational issues are escalated promptly.
• Ensure that the staffing is appropriate to cover the workload, this includes managing attendance, offline work, station assignments and allocation within the shift.
• Review forecasting and capacity planning is being updated when necessary and on a regular basis.
• Manage requisitions and hiring as needed.
• Implement Business Continuity Plan as needed, working with staff, stakeholders, and support sites and personnel.
• Ensure that the relevant KPIs and performance goals are achieved during daily operations, such as cost and efficiency, among others.
• Develop and execute operational plans aligned with business objectives.
• Monitor operational trends and proactively address risks and opportunities.
• Lead operational reviews and business performance discussions.
  

Process Improvement and Project Management:

• Contribute to the improvement of operational management systems, processes
• Lead and participate in projects geared towards improving speed, quality and efficiency of service
• Identify, develop, and lead large-scale and complex projects and initiatives aligned with operational and business objectives.
• Establish project scope, priorities, timelines, deliverables, and success measures, ensuring alignment across multiple teams or functions.
• Oversee end-to-end project execution, including stakeholder management, dependencies, risks, and resource requirements.
• Monitor project performance and drive resolution of complex implementation gaps or issues.
• Evaluate project impact and ensure successful implementation, sustainability, and alignment with broader business goals.
  

Leadership & Talent Development:

• Develop, coach, and mentor supervisors, team leads, and employees.
• Conduct performance reviews and talent assessments.
• Maintain succession planning and leadership development programs.
• Identify high potential employees and prepare development plans.
• Foster a culture of accountability, engagement, and continuous learning.
• Know and adhere to all current company policies, procedures, and protocols and any others that the company may introduce or revise from time to time.

Key Performance Management:

• Service Level Agreements (SLAs)
• Productivity Targets
• Staffing Compliance
• Schedule Adherence
• Attendance Metrics
• Quality Assurance Scores
• Operational Cost Efficiency

Client & Stakeholder Management:

• Build strong relationships with internal and external stakeholders.
• Act as an escalation point for significant client concerns.
• Communicate operational risks, achievements, and improvement opportunities.
• Support client retention through strong service delivery.
  

Financial Management:

• Monitor labor costs, overtime utilization, and resource allocation.
• Identify cost saving opportunities while maintaining service quality.
• Ensure efficient utilization of personnel and operational resources.

Qualifications:

• Possess a Bachelor's/ College Degree
  
• Minimum 5 years of operational leadership experience in monitoring, security, command center, contact center, or related environments.
• Minimum 3 years managing leaders (Supervisors or Team Leads).
• Experience managing multiple teams and 24/7 operations.
• Experience in workforce planning, KPI management, and project implementation.
• Microsoft Excel (Advanced)
• Power BI
• Workforce Management Systems
• Business Reporting & Analytics
• Willing to work in onsite.
• Open to work during evenings, weekends, and holidays.