We are looking for an experienced and result-oriented Operations Manager to manage and lead operations for an international process. The incumbent will be responsible for driving operational performance, managing multiple teams, ensuring SLA and KPI adherence, and maintaining high standards of customer experience.

The ideal candidate should have solid leadership, analytical, stakeholder management, and people-management skills, with proven experience in handling international BPO operations.

Key Responsibilities
- Manage day-to-day operations for an international voice/non-voice process.
- Lead and manage multiple Team Leaders and a large team of Customer Service Associates.
- Ensure achievement of key operational metrics such as SLA, AHT, CSAT, Quality, Productivity, Attendance, Attrition and Service Level.
- Monitor daily, weekly, and monthly performance and take corrective actions wherever required.
- Drive process improvements and implement strategies to improve productivity and operational efficiency.
- Ensure adherence to client requirements, process guidelines,



company policies, and compliance standards.
- Conduct regular performance reviews with Team Leaders and identify areas for improvement.
- Work closely with Training, Quality, Workforce Management, HR and Recruitment teams to ensure smooth operations.
- Manage escalations and resolve operational issues within defined timelines.
- Prepare and present MIS, dashboards, performance reports, and business reviews to senior management and clients.
- Identify performance gaps and implement appropriate action plans.
- Drive employee engagement initiatives to improve retention and reduce attrition.
- Manage manpower planning, shrinkage, absenteeism, and resource utilization in coordination with WFM.
- Ensure successful implementation of new processes, transitions, and ramp-ups.
- Handle client interactions and participate in client calls, governance meetings, and performance reviews.
- Ensure compliance with i

📌 Opportunity For An Operations Manager (Noida)
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