We are looking for a Sr. Manager – Operations who can lead large teams, improve performance, control attrition, manage quality, and ensure smooth daily operations while maintaining strong client relationships.
Key Responsibilities
- Control attrition by solving employee issues, helping new joiners, and using EWS/retention tools.
- Ensure quality by doing daily audits and giving clear feedback based on agent performance and experience.
- Handle client escalations, close them properly, and keep accurate records.
- Manage staffing, reduce shrinkage, and make sure teams follow rosters and shift timings.
- Drive performance using goal sheets, transparent targets, and regular performance reviews.
- Conduct daily team briefings and updates to keep everyone aligned with process goals and product knowledge.
- Identify low performers and create action plans to help them improve.
- Work closely with TLs and AMs to maintain stable and productive operations.
Eligibility Criteria:
Requirements
- Minimum Qualification: Graduate in any stream. (12+3 years/Diploma accepted).
- 6+ years of experience in Customer Service / Sales / BPO / KPO.
- Strong analytical, organizational, and problem-solving skills.
- Ability to handle escalations, boost performance, and control attrition.
- Experience in quality checks, feedback, and operational control.
Work Details
- Full-time operations leadership role.
- Requires regular coordination with internal teams, QA, and clients.
- Involves monitoring daily operations and guiding TL/AM teams.
Bangalore
📌 Sr. Manager - Operations (India)
🏢 One Point one solutions
📍 India
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