Key Responsibilities

- Lead day-to-day operations and ensure achievement of SLA, KPI, productivity, quality and customer satisfaction targets.
- Manage and mentor Team Leaders, Assistant Managers and Operations Executives.
- Monitor operational performance through daily/weekly/monthly MIS and dashboards.
- Ensure optimum manpower planning, scheduling, capacity utilization and resource allocation.
- Drive process adherence, quality improvement and reduction of errors, escalations and repeat issues.
- Manage client relationships and conduct regular performance reviews / governance meetings.
- Identify operational gaps and implement process improvement and cost optimization initiatives.
- Work closely with HR, Quality, Training, Workforce Management, IT and Finance teams.
- Ensure effective employee engagement, retention and performance management.
- Handle critical customer/client escalations and ensure timely resolution.
- Drive continuous improvement, automation and digital initiatives to enhance efficiency.
- Ensure compliance with company policies, client requirements, data security and process controls.
- Prepare and present operational reports, business reviews and improvement plans to senior management.
- Support business growth through process transition, new client onboarding and ramp-up activities.

Key Performance Indicators

Area

Key Metrics

Service Delivery

SLA / TAT Achievement

Productivity

AHT,



Productivity per FTE, Utilization

Quality

Quality Score, Error Rate

Customer

CSAT, NPS, Escalations

People

Attrition, Absenteeism, Employee Engagement

Financial

Cost per Transaction / Process, Budget Adherence

Compliance

Process & Audit Compliance

Improvement

Cost Savings, Automation & Process Improvements

Required Qualifications & Skills

- Graduate/Postgraduate in any discipline; MBA/PGDM preferred.
- 812 years of relevant BPO/Contact Centre/Shared Services experience, with at least 3–5 years in a managerial role.
- Strong understanding of BPO operations, SLA management, WFM, quality and productivity management.
- Excellent people-management and leadership skills.
- Robust analytical and problem-solving capabilities.
- Excellent communication, presentation and stakeholder-management skills.
- Proficiency in MS Excel, PowerPoint and MIS/Reporting tools.
- Experience in Lean/Six Sigma or process improvement methodologies will be an advantage.
- Ability to work in a high-volume, target-driven and client-facing environment.

Ideal Candidate A results-oriented operations leader with strong BPO domain expertise, proven people-management capability, a customer-centric approach and the ability to translate operational data into measurable improvements in productivity, quality, profitability and customer satisfaction.

📌 Operations Manager - BPO (Sahibzada Ajit Singh Nagar)
🏢 B2C Solutions Wll
📍 Sahibzada Ajit Singh Nagar