Role Summary

- Position: Operations Manager - International BPO

- Department: Operations / Service Delivery

- Reporting To: Senior Manager / VP of Operations

Key Responsibilities

- SLA & KPI Management: Track and meet client metrics, including Average Handling Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSAT), shrinkage, and attrition.

- People Leadership: Guide, mentor, and evaluate Team Leaders (TLs) and Assistant Managers (AMs).

- Client Management: Lead governance calls, review operational performance, and handle escalations with international clients.

- Resource Planning: Coordinate with workforce management (WFM) for shift scheduling, capacity planning, and staffing requirements.

- Process Improvement:



Drive root-cause analysis for metric failures and implement operational strategies to boost productivity.

Desired Candidate Profile

- Experience: 8 to 12+ years of total experience in the BPO sector, with at least 45 years in a core managerial role handling international voice or non-voice processes.
- Education: Bachelors degree in any stream (Master’s/MBA preferred).
- Skills: Strong data analytical skills (Excel, dashboards), exceptional client communication, and sound knowledge of people management and quality frameworks.
- Work Workplace: Flexibility to work in rotating or US/UK shifts.

Please share your resume to [email protected] or Call me (phone hidden)

📌 We are Hiring Manager-Operations (international BPO) (Bengaluru)
🏢 STARTEK Aegis Customer Support Services
📍 Bengaluru