Role Overview
We are looking for a Senior Manager to build a critical middle layer within our CX Operations team. You will act as the operational backbone, overseeing large-scale BPO partner sites, managing multi-location teams, and ensuring that operational excellence is delivered consistently across every customer touchpoint.

Key Responsibilities
- Manage and hold accountability for large-scale BPO/vendor partner operations (1000+ resources across multiple locations)
- Serve as the key interface between business leadership and BPO partners - govern SLAs,productivity, and quality
- Drive operational reviews: daily, weekly, and monthly governance cadences with partners and internal stakeholders
- Identify operational gaps and implement structured improvement plans
- Work closely with the workforce management and resource planning teams to ensure optimal capacity
- Own the escalation matrix for partner-led operations; resolve blockers swiftly




- Track and report key operational metrics to senior leadership
- Lead vendor reviews, contract discussions, and performance improvement plans as required

Must-have Requirements
- 8-12 years of experience in CX or customer operations, with significant BPO/vendor management

exposure
- Proven experience managing 1000+ FTE across multiple geographies or BPO sites
- Strong understanding of CX operations metrics - AHT, CSAT, FCR, SLA adherence, shrinkage,etc.
- Excellent stakeholder management and negotiation skills
- Highly customer-obsessed with a bias for action and accountability

POSITIVE TO HAVE
- Experience managing both inbound and outbound contact centre operations
- Familiarity with workforce management tools (NICE, Verint, Aspect)
- Six Sigma / Lean certification or equivalent process management experience

(ref:iimjobs.com)

📌 Traya Health (Mumbai)
🏢 Traya
📍 Mumbai