Operations Manager - BPO

Key Responsibilities

• Lead day-to-day operations and ensure achievement of SLA, KPI, productivity, quality and customer satisfaction targets.
• Manage and mentor Team Leaders, Assistant Managers and Operations Executives.
• Monitor operational performance through daily/weekly/monthly MIS and dashboards.
• Ensure optimum manpower planning, scheduling, capacity utilization and resource allocation.
• Drive process adherence, quality improvement and reduction of errors, escalations and repeat issues.
• Manage client relationships and conduct regular performance reviews / governance meetings.
• Identify operational gaps and implement process improvement and cost optimization initiatives.
• Work closely with HR, Quality, Training, Workforce Management, IT and Finance teams.
• Ensure effective employee engagement, retention and performance management.
• Handle critical customer/client escalations and ensure timely resolution.
• Drive continuous improvement, automation and digital initiatives to enhance efficiency.
• Ensure compliance with company policies, client requirements, data security and process controls.
• Prepare and present operational reports, business reviews and improvement plans to senior management.
• Support business growth through process transition, new client onboarding and ramp-up activities.

Key Performance Indicators

Area

Key Metrics

Service Delivery

SLA / TAT Achievement

Productivity

AHT, Productivity per FTE, Utilization

Quality

Quality Score, Error Rate

Customer

CSAT, NPS, Escalations

People

Attrition, Absenteeism, Employee Engagement

Financial

Cost per Transaction / Process, Budget Adherence

Compliance

Process & Audit Compliance

Improvement

Cost Savings, Automation & Process Improvements

Required Qualifications & Skills

• Graduate/Postgraduate in any discipline; MBA/PGDM preferred.
• 812 years of relevant BPO/Contact Centre/Shared Services experience, with at least 3–5 years in a managerial role.
• Strong understanding of BPO operations, SLA management, WFM, quality and productivity management.
• Excellent people-management and leadership skills.
• Strong analytical and problem-solving capabilities.
• Excellent communication, presentation and stakeholder-management skills.
• Proficiency in MS Excel, PowerPoint and MIS/Reporting tools.
• Experience in Lean/Six Sigma or process improvement methodologies will be an advantage.
• Ability to work in a high-volume, target-driven and client-facing environment.

Ideal Candidate

A results-oriented operations leader with strong BPO domain expertise, proven people-management capability, a customer-centric approach and the ability to translate operational data into measurable improvements in productivity, quality, profitability and customer satisfaction.