Senior Manager BPO

Location: Gurgaon

Experience: 7-13 + Years

Shift: As per business requirement

Industry: BPO

Job Summary

We are looking for an experienced and result-oriented Senior Manager to manage large-scale BPO operations, drive business performance, and ensure achievement of operational, quality, and customer experience targets.

Key Responsibilities

- Manage and lead multiple teams/processes and ensure smooth day-to-day operations.

- Drive achievement of KPI, SLA, AHT, CSAT, Quality, Productivity, Attrition and Shrinkage targets.

- Monitor process performance and identify opportunities for improvement.

- Conduct regular performance reviews and implement action plans wherever required.

- Lead and mentor Operations Managers, Team Leaders and other senior team members.

- Ensure effective manpower planning, staffing and capacity utilization.

- Work closely with Quality, Training, WFM, HR and other support functions.

- Handle client communication, business reviews and escalations.

- Prepare and present MIS,



dashboards and performance reports to senior management/client.

- Drive process improvement, cost optimization and operational excellence.

- Ensure compliance with company policies, client requirements and process guidelines.

- Manage escalations and ensure timely resolution of customer/business issues.

- Develop strategies to improve employee engagement and reduce attrition.

Requirements

- 7-13+ years of experience in BPO/Operations.

- Minimum 23 years of experience in a Senior Manager/Operations Manager role.

- Robust experience in managing large teams and multiple processes.

- Excellent communication and stakeholder-management skills.

- Strong knowledge of BPO metrics, MIS and operational dashboards.

- Good analytical, problem-solving and decision-making skills.

- Strong leadership and people-management capabilities.

- Candidates with relevant BPO experience will be preferred.

📌 Senior Manager (New Delhi)
🏢 globiva
📍 New Delhi