Main responsibilities:
Directs and oversees day to day project operations through effective leadership and effective 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 transparent 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
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