We are looking for an experienced and result-oriented professional for the position of BPO Operations Manager with a leading organization in Mumbai.
Position: BPO Operations Manager
Location: Mumbai
Experience: 3–4 years as an Assistant Manager – Operations in the BPO/Customer Service industry
Industry: BPO / Customer Experience
Key Responsibilities
- Manage day-to-day operations of the assigned process/team.
- Drive achievement of SLA, KPI, productivity, quality, and TAT targets.
- Lead, coach, and motivate Team Leaders and operational teams.
- Monitor performance metrics and identify areas for improvement.
- Handle escalations and ensure timely resolution of customer/process issues.
- Conduct performance reviews and support employee development.
- Work closely with Quality, Training, WFM, HR, and other support functions.
- Drive process improvement initiatives to enhance productivity and customer experience.
- Ensure compliance with company policies, process guidelines, and client requirements.
- Prepare and present operational dashboards and performance reports to senior management.
Candidate Profile
✅ 3–4 years of experience as an Assistant Manager – Operations
✅ Strong experience in BPO / Customer Service / Contact Centre Operations
✅ Proven track record of managing teams and achieving operational KPIs
✅ Robust communication, analytical, and problem-solving skills
✅ Experience in stakeholder/client management will be an added advantage
✅ Candidates currently working as Assistant Managers – Operations and looking to take the next step into a Managerial role are encouraged to apply.