Sr. Manager - Operations

Job Description:

We are looking for a Sr. Manager – Operations who can lead large teams, improve performance, control attrition, manage quality, and ensure smooth daily operations while maintaining solid client relationships.

Key Responsibilities
Control attrition by solving employee issues, helping new joiners, and using EWS/retention tools.
Ensure quality by doing daily audits and giving clear feedback based on agent performance and experience.
Handle client escalations, close them properly, and keep accurate records.
Manage staffing, reduce shrinkage, and make sure teams follow rosters and shift timings.
Drive performance using goal sheets, clear targets, and regular performance reviews.
Conduct daily team briefings and updates to keep everyone aligned with process goals and product knowledge.




Identify low performers and create action plans to help them improve.
Work closely with TLs and AMs to maintain secure and productive operations.

Eligibility Criteria:

Requirements
Minimum Qualification: Graduate in any stream. (12+3 years/Diploma accepted).
6+ years of experience in Customer Service / Sales / BPO / KPO.
Solid analytical, organizational, and problem-solving skills.
Ability to handle escalations, boost performance, and control attrition.
Experience in quality checks, feedback, and operational control.

Work Details
Full-time operations leadership role.
Requires regular coordination with internal teams, QA, and clients.
Involves monitoring daily operations and guiding TL/AM teams.

Bangalore

📌 Sr Manager Operations Bengaluru
🏢 ONE POINT ONE SOLUTIONS
📍 Bengaluru