Hiresquad Resources is seeking a highly skilled and experienced Operations Manager for an International Voice Process in Kolkata. We're looking for a seasoned leader who is currently serving as a Manager or Tenured Deputy Manager in an International BPO, with a proven track record of managing large teams (80+ FTEs, including Team Leaders and Assistant Managers) and excelling in operational matrices. We encourage diversity candidates and those willing to relocate to apply!

Key Roles and Responsibilities

- Service Level Management: Analyze and maintain all Client Service Level Agreements (SLAs), implementing effective improvement plans as needed to ensure consistent performance.
- Team Leadership & Development: Select, train, develop, and manage the performance of direct reports (Team Leaders/Assistant Managers) and their respective teams. This includes planning and assigning work in accordance with organizational policies and legal requirements.
- Operational Reporting & Review: Manage and review critical operational reports, such as Attendance adherence, PFP (Pay for Performance), Client Scorecards, and various Metrics Management reports.
- Client Relationship Management: Create and maximize strong relationships with client partners, ensuring alignment and satisfaction.
- Policy & Performance Guidance: Provide strong leadership and guidance to direct reports to ensure consistent administration of company policies and standards. Define and implement any corrective actions necessary to meet operational performance targets.
- Coaching & Feedback: Conduct regular one-on-ones with direct reports to review individual and team performance, offering ongoing developmental coaching.
- Employee Engagement: Foster a positive work environment through proactive employee engagement initiatives. Resolve employee relations issues professionally and in a timely manner.
- Cross-Functional Collaboration: Participate in cross-functional meetings to review information from operational support functions (Training, HR, Quality, WFM, TA)



and partner to define action plans that resolve issues and drive continuous improvement.
- Strategic Operations: Implement best practices and strive to over-deliver for clients, drive consistent performance, evaluate staffing needs with input from Business Development and the Client, and make adjustments to meet changing requirements.
- Business Reviews: Attend business reviews with the client to represent operational performance and insights.
- Team Management: Effectively handle and manage a team comprising Team Leaders.

Key Skills and Knowledge

- BPO Experience: client-facing work experience in a BPO environment.
- Technical Familiarity: Knowledge of Internet Services, MS Office, and basic computer troubleshooting.
- Flexibility: Willingness to work in any shift and on weekends as required by a 24x7 international operation.
- Goal Orientation: Ability to establish a clear course of action for self and others to accomplish specific goals.
- Coaching & Development: Demonstrated ability to coach and develop action plans that maximize performance and provide effective feedback.
- Process Improvement: Proven ability to analyze and improve work processes; capable of establishing a course of action for self and others to achieve specific goals.
- Resilience: Works well under pressure and follows through on tasks to completion while maintaining a professional demeanor.
- Communication: Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates.
- Organizational Skills: Demonstrated ability to organize and prioritize projects in a fast-paced, deadline-oriented business setting.
- Mentorship: Demonstrated ability to mentor, coach, and provide direction to team members.
- Adaptability: Willingness to work a flexible schedule to meet business needs.
- Operational Metrics: Strong understanding and proven track record with operational matrices like SLA, CSAT, Attrition, Shrinkage, and NPS.

Educational Qualification

- Graduation (any discipline).

Interested candidates can mail their CV to [HIDDEN TEXT] or call at (phone hidden).

📌 Operations Manager/Ops Manager/International BPO (Kolkata)
🏢 Hiresquad
📍 Kolkata