Operations Manager - BPO

Job Requirements:

- Candidates should be from BPO/BPM background.

- Chat background experience is required.

- Telecom background experience is preferred.

- Total Experience: 6 - 7 years.

- Relevant Experience: 1+ years (Manager on paper).

- Education: Any Graduate or 4 years Diploma.

- Shifts: US (24x7).

- 5 days working.

- Handling AMs and TLs.

- Location: Airoli, Navi Mumbai.

The Operations Manager in Navi Mumbai (Airoli) serves as a pivotal leader responsible for driving service excellence and operational efficiency within our delivery centers.

You will oversee the day-to-day performance of large-scale teams, ensuring that client-specific KPIs and service level agreements are consistently met or exceeded.

Professional Experience & Skills:

- 4 or more years of directly related experience, including 2 or more years of supervisory experience.

- Strong leadership skills with the ability to manage large groups of people. Strong verbal/written communication and facilitation skills. Strong interpersonal skills and experience demonstrating successful customer relationship management.

- International Chat Experience; having Outbound experience will have an added advantage.

- Shall operate in US shift timings, and would be required to stretch as and when required.

- Manager level into Telecom Domain for International contact center, US.

- Appropriate communication and escalation of client issues to multiple levels of site and Operations management.

- Client strategies to meet client/corporate goals and objective.