Key Responsibilities
Manage end-to-end BPO operations and ensure seamless process execution.
Lead, mentor, and motivate Team Leaders, Quality Analysts, Trainers, and Operations teams.
Monitor daily operational performance, productivity, and service levels.
Develop and implement operational strategies to improve efficiency and profitability.
Ensure adherence to client SLAs, KPIs, quality standards, and compliance requirements.
Analyse MIS reports and operational metrics to identify improvement opportunities.
Coordinate with HR, Recruitment, Training, IT, and Quality teams to ensure smooth business operations.
Conduct regular performance reviews and implement action plans for process improvement.
Handle client escalations and maintain robust client relationships.
Prepare operational reports and present business performance to senior management.
Drive employee engagement, retention, and performance improvement initiatives.
Manage workforce planning, shift management, attendance, and resource allocation.




Ensure compliance with company policies, security standards, and operational procedures.

Required Skills
Strong leadership and people management skills.
Excellent communication and client management abilities.
Strong analytical and decision-making skills.
Experience in managing large BPO teams.
Hands-on experience with KPIs, SLAs, AHT, CSAT, Productivity, Shrinkage, and Quality Metrics.
Proficiency in MS Excel, MIS reporting, and operational dashboards.
Ability to work in a fast-paced setting and handle multiple priorities.

Eligibility
Bachelor's degree in any discipline (MBA preferred).
Minimum 15+ years of experience in BPO Operations.
At least 2+ years in a managerial role hand in US Technical Support processes will be preferred.

Pay: Up to ₹2,000,000.00 per year

Advantages:
Health insurance

Work Location: In person

📌 Operations Manager Bpo Experience Technical Support Noida
🏢 Assistara Global Services
📍 Noida