Ugrent Hiring for Operations Manager - BPO - Gujarat - Call to HR Priya - (phone hidden) II

Job Title: BPO Operations Manager - Gujarat

Location: Mehsana, Gujarat

Department: Operations / Client Services

Employment Type: Full-time

About the Role:

We are seeking an experienced and results-driven BPO Operations Manager to oversee end-to-end operations for Gujarat Electricity Process at our Mehsana center. The role involves managing customer service and back-office processes for the power distribution sector, ensuring SLA adherence, team productivity, and high client satisfaction.

Key Responsibilities

Operations Management: Oversee daily BPO operations for Electricity processes including customer care, billing support, complaint management, and new connection requests.

Team Leadership: Manage, mentor, and motivate a team of Team Leaders, SMEs, and 50+ Customer Service Associates. Drive performance through coaching, training, and regular feedback.

SLA & KPI Compliance: Ensure all client-defined SLAs and KPIs related to AHT, CSAT, FCR, Quality, and Productivity are consistently met or exceeded.

Client Management: Serve as the primary point of contact for Process stakeholders at Mehsana. Conduct operational reviews, share performance dashboards, and implement client feedback.

Process Improvement: Identify gaps in current processes and drive continuous improvement initiatives to enhance efficiency, accuracy, and customer experience.

Quality & Compliance: Ensure adherence to Process guidelines, regulatory compliance,



and internal quality standards. Conduct audits and RCA for escalations.

Reporting & Analytics: Prepare daily, weekly, and monthly MIS reports. Analyze trends and present actionable insights to senior management and the client.

Resource Planning: Manage shift rosters, attrition control, and manpower planning to ensure optimal staffing aligned with call/transaction volumes.

Required Qualifications & Experience:

Education: Graduate in any discipline. MBA/PGDM in Operations preferred.

Experience: 6+ years in BPO/KPO operations with at least 3 years in a managerial role. Experience in utility, telecom, or BFSI domains is preferred.

Technical Skills: Proficiency in MS Excel, MIS reporting, and CRM tools. Knowledge of power sector processes is an advantage.

Language: Fluency in Gujarati, Hindi, and English is mandatory.

Key Competencies

-Strong people management and leadership skills.

-Excellent client handling and stakeholder management Analytical. mindset with data-driven decision making

-Ability to work in a fast-paced, target-driven environment

-Knowledge of contact center metrics and workforce management

-Willingness to work in rotational shifts, including weekends if required

What We Offer

-Competitive salary as per industry standards

-Performance-linked incentives Growth opportunities within the Organization

-Professional work workplace

Interested Candidates Can Share their resume at [email protected] OR Can Call Or Whatsapp (phone hidden)

📌 Bpo Operations Manager For Mehsana (Gujarat)
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