- Manage end-to-end International BPO operations.
- Lead and mentor a team of 200+ FTEs, including Team Leaders, QA, and support functions.
- Ensure SLA, KPI, productivity, and quality targets are consistently achieved.
- Drive performance improvement through data analysis and corrective action plans.
- Handle forecasting, budgeting, and operational cost optimisation.
- Build and maintain robust relationships with international clients.
- Conduct client reviews, performance reporting, and stakeholder management.
- Oversee workforce planning in coordination with WFM, HR, Quality, and Training teams.
- Drive employee engagement, performance management, and operational efficiency.
Eligibility:
- 10+ years of overall experience in the BPO industry.
- Minimum 5+ years of experience as an Operations Manager handling International Processes.
- Strong experience in metrics-driven operations.
- Must have managed a team size of 200+ employees.
- Hands-on experience in client management, reporting, and performance reviews.
- Experience managing global operational hours and international stakeholders.
- Stable career history with good tenure in previous organisations.
- Excellent leadership, communication, and stakeholder management skills.