Job Title Senior Operations Manager - Inbound non voice chat Call Centre BPOOperations Experience 3 Years with minimum 2-3 years in a leadership operations management role Location Raipur About the Role We are seeking an experienced Senior Operations Manager with a proven background in call centre BPO operations management The ideal candidate will have strong leadership skills process expertise and a customer-first mindset to drive operational excellence meet SLAs and deliver consistent business outcomes Key Responsibilities Lead and manage day-to-day operations across multiple call centre BPO processes voice non-voice inbound outbound back-office Drive operational excellence by monitoring KPIs SLAs and client deliverables whileensuringhigh-quality service delivery Manage and mentor Team Leaders Operations Managers and large teams of associatestoachieve performance goals Partner with clients stakeholders and internal teams to ensure business alignment andcustomersatisfaction Implement process improvements cost optimization and automation initiativestoenhanceefficiency and productivity Handle escalations workforce planning capacity management and rosteringtoensuresmooth operations Conduct regular business reviews and provide data-driven insights and reports tosenior leadership and clients Drive employee engagement retention and performance management strategies to build high-performing teams Ensure compliance with organizational policies regulatory requirements and quality standards Key Skills Competencies Strong experience in BPO call centre operations management domestic or international Demonstrated ability to handle large-scale teams 200 FTEs with multipleprocesslines Excellent understanding of workforce management quality frameworks and customer experience metrics Robust communication client management and stakeholder engagement skills Analytical mindset with expertise in data-driven decision-making MISreporting andprocess optimization Hands-on experience with call centre tools CRM WFM solutions and reporting dashboards Ability to work in a fast-paced high-pressure environment while driving continuousimprovement Qualifications Bachelor s degree in Business Administration Operations or a related field MBApreferred 3 years of overall BPO call centre experience with at least 2-3 years in a senior operations management role Job Types Full-time Permanent Pay 30 000 00 - 40 000 00 per month Work Location In person

📌 Senior Operations Manager (Chhattisgarh)
🏢 AV Groups
📍 Chhattisgarh