JOB SUMMARY

We are seeking a agile and results-driven Operations Manager to lead and oversee our BPO operations. The ideal candidate will be responsible for managing daily operations, meeting performance targets, ensuring client satisfaction, and driving continuous improvement in service delivery.

KEY RESPONSIBILITIES

- Lead and manage end-to-end BPO operations across multiple teams/processes.
- Develop and implement operational strategies to meet KPIs and SLAs.
- Monitor performance metrics and generate reports for internal and client review.
- Ensure efficient workforce management including hiring, training, scheduling, and team development.
- Foster a high-performance culture focused on quality, customer satisfaction, and continuous improvement.
- Identify operational gaps and work on process enhancements to improve efficiency and productivity.
- Act as the primary point of contact for clients on operational matters.
- Handle escalations, troubleshoot issues,



and provide timely resolutions.
- Ensure compliance with company policies, client requirements, and regulatory standards.
- Strong analytical and decision-making skills
- Client relationship management

REQUIREMENT

- Bachelor’s degree in Business Administration, Management, or a related field. MBA is a plus.
- Minimum [5+] years of experience in BPO operations, with at least [2+] years in a managerial role.
- Strong knowledge of BPO workflows (voice, inbound, outbound).
- Exceptional leadership, communication, and interpersonal skills.
- Proficiency in using CRM, WFM tools, and MS Office (Excel, PowerPoint).
- Experience in process improvement methodologies like Six Sigma or any certifications (preferred).
- Age between Minimum 25 and the maximum upto 38years
- Salary upto 7LPA

📌 Operation Manager (India)
🏢 Transact Global
📍 India