Job Description – Senior Operations Manager (International BPO)Position
Senior Operations Manager – International BPO
Experience
- Minimum 5–6 years of experience in an International BPO.
- Must have worked as a Senior Operations Manager on paper.
- Minimum 2 years in the designation of Senior Operations Manager is mandatory.
Key Responsibilities
- Manage and oversee end-to-end operations for international voice/chat processes.
- Drive operational excellence while ensuring achievement of business KPIs.
- Monitor and improve key metrics including:
- Attrition
- Shrinkage
- Service Levels (SLA)
- Productivity & Quality
- Lead, mentor, and develop operations teams to achieve performance goals.
- Collaborate with internal stakeholders to improve customer experience and operational efficiency.
- Ensure process compliance and continuous improvement initiatives.
Required Skills
- Solid operational knowledge of International BPO.
- Experience managing Voice and/or Chat processes.
- Excellent leadership and people management skills.
- Strong analytical and decision-making abilities.
- Excellent communication and stakeholder management skills.
- Comfortable working in 24×7 rotational shifts.
Compensation
- CTC: ₹25 LPA (20–25% hike based on current CTC and experience).
Eligibility
- Only Diversity Profiles will be considered.
Preferred Candidate
- Immediate joiners or candidates serving a short notice period will be preferred.
- Proven track record of handling large teams and driving operational performance.