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 strong 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.




- Monitor attrition and absenteeism and implement appropriate retention strategies.
- Ensure effective escalation management and timely resolution of customer/process-related issues.
- Lead process improvement and automation initiatives to improve efficiency and reduce operational costs.
- Ensure compliance with information security, data protection, and client-specific policies.
- Identify opportunities for cost optimization without compromising service quality.
- Mentor and develop Team Leaders, Assistant Managers, and other operational leaders.
- Manage operational risks and ensure business continuity during critical situations.
- Support new process launches, transitions, migrations, ramp-ups, and process expansions as required.

Required Skills & Competencies
- Strong leadership and people-management skills.
- Excellent analytical and problem-solving abilities.
- Strong knowledge of BPO/contact-center operations.
- Excellent communication and stakeholder-management skills.
- Ability to manage large teams and multiple operational functions.
- Strong understanding of operational metrics and performance management.
- Strong presentation and business-review skills.
- Ability to interact confidently with international clients.
- Strong decision-making and escalation-management skills.
- Ability to work in a fast-paced and target-driven setting.
- Strong knowledge of MS Excel, PowerPoint, and reporting tools.
- Experience in process improvement, RCA, and continuous improvement methodologies.

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

Experience
- 812+ years of overall experience in BPO/Contact Center operations.
- Minimum 3–5 years of experience in a Senior Operations Manager / Operations Manager / equivalent leadership role.
- Prior experience handling an international process is mandatory.
- Experience managing large teams and multiple levels of leadership is preferred.
- Experience in managing client-facing responsibilities and business reviews will be an advantage.

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