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, current 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.
Robust understanding of BPO

📌 Operations Manager Sahibzada Ajit Singh Nagar
🏢 B2C Solutions Wll
📍 Sahibzada Ajit Singh Nagar