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 strong 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 information security, data privacy, and organizational policies.
- Build a strong performance-driven culture within the operations team.

Required Skills & Competencies
- Strong leadership and people-management skills.
- Excellent communication and presentation skills.
- Strong knowledge of international BPO operations.
- Valuable understanding of operational metrics and performance management.
- Strong analytical and problem-solving abilities.
- Excellent stakeholder and client management skills.
- Ability to manage large teams and multiple layers of operations.
- Strong decision-making and conflict-resolution skills.
- Proficiency in MS Excel, PowerPoint and reporting/MIS tools.
- Ability to work under pressure and manage business-critical situations.
- Strong understanding of SLA, KPI, Quality and Productivity management.

Educational Qualification
- Graduate in any discipline.
- MBA/PGDM in Operations or Management will be an added advantage.

Experience
- 812 years of overall experience in BPO/Customer Service Operations.
- Minimum 2–3 years of experience in an Operations Manager/Equivalent role.
- Candidates with experience in handling international voice/non-voice processes will be preferred.
- Experience in managing large teams and client-facing operations is highly desirable.

📌 Opportunity For An Operations Manager ( Female ) For Noida Location
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