ABOUT THE ROLE

Join us as a Senior Operations Manager in Gurugram, Haryana, India. This full-time, on-site position requires joining within 60 days. Oversee BPO operations, manage teams, ensure high-quality service delivery, enhance client relationships, and implement process improvements using the latest technologies.

KEY RESPONSIBILITIES

1. Lead teams using advanced leadership and data analytics.
2. Monitor SLAs, KPIs, and quality metrics with automated tools.
3. Manage client relationships and handle escalations with CRM systems.
4. Optimize resources using predictive analytics and AI tools.
5. Implement process improvements with Lean Six Sigma and automation.
6. Coordinate with HR, quality, and support functions using enterprise systems.
7. Prepare MIS reports using business intelligence platforms.
8. Ensure customer satisfaction and compliance through feedback and audits.

REQUIRED SKILLS AND EXPERIENCE





1. Strong leadership and team management with a digital focus.
2. Extensive BPO operations and client management experience.
3. Expertise in SLA and KPI management with analytics.
4. Proficiency in workforce planning with AI and machine learning.
5. Excellent communication and problem-solving skills.
6. Advanced Excel and reporting skills, including VBA and Power BI.
7. Graduate or MBA preferred, with relevant certifications.
8. Proven track record of managing large teams with ERP systems.

WHAT WE OFFER

Join a energetic team with opportunities for growth. Work on exciting projects with government and private clients, in a company that values innovation and technical excellence.

📌 Senior Operation Manager (Gurugram)
🏢 Tagbin Services
📍 Gurugram