Main responsibilities:
- Directs and oversees day to day project operations through effective leadership and efficient management of team leads and support teams.
- Ensure delivery of all client KPIs and targets.
- Motivate and effectively performance manage team leads Provide direction, mentoring, coaching, and leadership support to all direct reports and identify any knowledge and competency gaps for training and improvement
- Ensure proper staffing levels relative to call volume forecast & capacity plan in coordination with the concerned functional units for staff hiring, training and deployment.
- Ensure Adequate staffing of high skilled and qualified workforce across all roles and functions.
- Host internal and external Business reviews on regular basis and present operational performance, clearly communicate insights, ensure all operational concerns are addressed
- Maintains good working relations with clients and serves as the customer's primary point of contact creating open and effective communications regarding all aspects of the program.




- Anticipate client needs proactively and translate requirements into executable action plans with clear objectives, goals and timelines.
- Maintains a high level of morale and productivity within the programs, to lead by example and cultivate a positive workplace workplace that promotes company culture.

Job Requirement:
- At least 10 years of work experience in the managed services industry with minimum 3 years of related field experience, preferably an operations manager in BPO Operations.
- Managed at least 300 FTEs across multiple lines of business
- Proven track record of meeting and delivering targets and commitments.
- Excellent English communication skills, both verbal and written in English
- Proficient in Google Suite and online collaboration tool is a plus
- Capable of building productive business relationships with clients
- Strong organizational, managerial, critical thinking, creative thinking, problem-so

📌 Operation Manager in India (Kolkata)
🏢 Gear
📍 Kolkata