Job Summary

We are looking for an experienced and result-oriented Operations Manager to oversee and drive performance across multiple BPO functions, including Collections, Sales, and Customer Support.

The ideal candidate should have strong expertise in operations management, people leadership, performance management, client handling, KPI/SLA governance, process improvement, and business delivery. The role requires an individual who can independently manage operations, build strong leadership teams, and drive consistent business performance.

Key Responsibilities

- Manage and oversee day-to-day operations across Collections, Sales, and Customer Support processes.
- Drive achievement of business and operational targets through effective planning, monitoring and execution.
- Monitor key performance metrics including KPI, KRA, SLA, AHT, Productivity, Quality, Attendance, Shrinkage, Attrition, and Service Levels.
- Lead and develop Assistant Managers, Team Leaders, and frontline teams, ensuring strong performance and accountability.
- Conduct regular performance reviews and implement RCA and action plans for gaps and underperformance.
- Monitor Bottom Quartile (BQ) performance and drive structured improvement plans.
- Ensure effective manpower utilization, productivity, and operational efficiency across processes.
- Identify process gaps and implement process improvement and performance enhancement initiatives.
- Work closely with HR, Quality, Training, MIS/WFM and other support functions for smooth operational delivery.
- Drive employee engagement, retention, attendance, and attrition-control initiatives.
- Ensure adherence to SOPs, process guidelines, compliance requirements, and client expectations.




- Handle client interactions, escalations, performance reviews, and business discussions.
- Prepare and review operational reports, dashboards, and MIS for management review.
- Identify operational risks and proactively implement corrective and preventive measures.
- Ensure timely execution of management priorities and maintain strong ownership of business deliverables.

Key Skills & Competencies

- Strong BPO Operations Management experience
- Exposure to Collections, Sales and/or Customer Support processes
- Strong understanding of KPI, KRA, SLA, AHT, Productivity, Quality, Shrinkage, Attrition and BQ
- Excellent People Management and Leadership skills
- Strong knowledge of RCA, Performance Management and Process Improvement
- Client handling and escalation management
- Strong analytical, decision-making and problem-solving abilities
- Excellent communication and presentation skills
- Ability to manage large teams and multiple functions
- Strong ownership, accountability, and execution capability
- Ability to work in a target-driven and rapid-paced BPO environment

Eligibility

- 10+ years of relevant BPO experience, with significant experience in an Operations Manager / equivalent leadership role.
- Experience managing large teams and multiple operational functions will be preferred.
- Candidates with experience across Collections, Sales, Customer Support, or other voice-based BPO operations are preferred.
- Strong exposure to target-driven operations and performance management.
- Candidates should demonstrate leadership maturity, business ownership, strategic thinking, and the ability to independently manage operations.
- Willingness to work from Rourkela, Odisha.

📌 Operations Manager (Rourkela)
🏢 Synergipro BPO Solutions
📍 Rourkela