Job Description Senior Operations Manager

We are looking for an experienced and result-oriented Senior Operations Manager to lead and manage large-scale operations for an international process. The ideal candidate will be responsible for driving operational performance, ensuring achievement of business KPIs, managing multiple teams, and maintaining high standards of customer experience and service delivery.

The candidate should have solid experience in managing international BPO operations, excellent leadership capabilities, and a strong understanding of productivity, quality, SLA, CSAT, AHT, attrition, shrinkage, and other operational metrics.

Key Responsibilities
- Lead and manage day-to-day operations for an international voice/non-voice process.
- Manage multiple teams through Team Leaders and Assistant Managers to ensure achievement of operational targets.
- Drive key performance indicators such as SLA, AHT, CSAT, Quality, Productivity, Conversion, Attendance, Attrition and Shrinkage.
- Develop and implement strategies to improve operational efficiency, productivity,



and customer experience.
- Ensure adherence to client requirements, process guidelines, compliance standards, and organizational policies.
- Conduct regular performance reviews and develop action plans for underperforming teams.
- Identify operational gaps and implement effective Root Cause Analysis (RCA) and corrective action plans.
- Work closely with Quality, Training, Workforce Management, HR, Recruitment and Client teams to ensure smooth business operations.
- Own and deliver weekly/monthly operational performance reports and business reviews.
- Participate in client calls and Monthly/Quarterly Business Reviews (MBR/QBR).
- Build strong relationships with internal stakeholders and international clients.
- Manage workforce requirements in coordination with WFM and Recruitment teams to ensure optimum staffing.
- Drive employee engagement, retention, and career development initiatives.
- Moni

📌 Job Opportunity For Senior Operation Manager (Noida)
🏢 Telus International
📍 Noida