Job Description: Senior Manager – BPO Operations
Location: Pune, Maharashtra
Work Mode: Work from Office
Experience: 15+ Years
CTC: Up to ₹35 LPA
Industry: BPO / ITES

Job Overview

InfinityBridge Solutions is hiring an experienced Senior Manager – BPO Operations for a leading BPO organisation in Pune. The role requires a seasoned operations leader with proven experience managing 300+ FTEs, driving operational excellence, maintaining client relationships, and ensuring consistent delivery against SLAs, KPIs, and business targets.

The ideal candidate should have robust expertise in large-scale operations management, multi-layer team leadership, client governance, workforce management, and process profitability.

Key Responsibilities

• Operations Management: Own end-to-end delivery across assigned processes, ensuring adherence to client SLAs, KPIs, quality standards, and turnaround times (TAT).
• Large Team Leadership: Lead and manage a delivery unit of 300+ FTEs through a multi-layer structure of Managers, Assistant Managers, and Team Leaders.
• Performance Management:



Monitor and improve key operational metrics, including AHT, FCR, CSAT/NPS, quality, productivity, and TAT.
• Client Relationship Management: Manage client relationships and governance forums, including Weekly Business Reviews (WBRs), Monthly Business Reviews (MBRs), and Quarterly Business Reviews (QBRs).
• Workforce Management: Drive improvements in attrition, absenteeism, shrinkage, utilisation, and workforce productivity.
• P&L; Management: Monitor operational cost drivers, including cost per transaction, utilisation, and profit margins, to achieve business objectives.
• Transition & Ramp-up: Lead new process transitions, operational ramp-ups, and stabilisation activities.
• Continuous Improvement: Drive process optimisation, root-cause analysis (RCA), corrective action plans, and operational excellence initiatives using Lean / Six Sigma methodologies.
• Compliance & Risk Management: Ensure adherence

📌 Senior Manager (Pune)
🏢 Infinity Bridge Solutions
📍 Pune