: Operations Manager – BPO

Job Title: Operations Manager

Department: Operations

Location: Mathikere

Employment Type: Full time

Job Summary The Operations Manager is responsible for managing day-to-day BPO operations, ensuring delivery of client SLAs, achieving business KPIs, driving team performance, and maintaining high standards of quality, compliance, and customer satisfaction. The role involves leading large teams, improving operational efficiency, and building robust client relationships.

Key Responsibilities
Manage end-to-end operations and ensure achievement of SLAs and KPIs.
Lead, coach, and develop Team Leaders and Process Associates.
Monitor productivity, quality, TAT, CSAT, and operational performance.
Drive continuous process improvements and operational excellence.
Manage client escalations and participate in governance reviews.
Ensure compliance with client requirements and company policies.
Analyze MIS reports and implement action plans for performance improvement.
Partner with Quality, Training, HR, and Workforce Management teams.
Drive employee engagement, retention, and succession planning.




Ensure effective resource planning and cost optimization.

Required Qualifications

4–6 years of experience in BPO operations, with at least 2–3 years in a managerial role.

Key Skills
Operations & Service Delivery Management
People Leadership
Client & Stakeholder Management
SLA/KPI Management
Performance Management
Problem Solving & Decision Making
Process Improvement
MIS & Reporting
Excellent Communication Skills
Advanced MS Excel and PowerPoint
Key Performance Indicators (KPIs)
SLA Compliance
Productivity
Customer Satisfaction (CSAT)
Turnaround Time (TAT)
Attrition & Shrinkage
Employee Engagement
Client Satisfaction

Preferred Experience

Experience in Voice, Banking, Financial Services, Healthcare, Insurance, Telecom, or E-commerce BPO operations.

Pay: ₹40,000.00 - ₹50,000.00 per month

Perks
Cell phone reimbursement
Flexible schedule
Health insurance
Provident Fund

Work Location: In person

📌 Operation Manager Mathikere
🏢 Cimmons Integrated Services
📍 Mathikere