Operations Manager

Company Description - iLeads Auxiliary Services Pvt Ltd is a fast-growing BPO/KPO/ITES company based in the Dehradun region, established in 2010. The organization has built a strong reputation in data processing and calling operations, supported by an experienced team and robust processes. Recognized by Start Up India and Start Up Uttarakhand, iLeads was awarded Best Start Up 2020 by the Chamber of Commerce & Industry of India. The company operates with high-quality infrastructure, and runs a center with more than 4000 seats to deliver comprehensive outsourcing support to clients.

Role Description - The Operations Manager role is a full-time, on-site position based in Dehradun. The Operations Manager will oversee daily operational activities, ensure process adherence, and manage service delivery across multiple projects. Responsibilities include supervising teams, monitoring performance metrics, optimizing workflows, and coordinating with clients and internal stakeholders to meet service-level agreements. The role involves resource planning, capacity management, and supporting leadership with reporting, forecasting, and continuous improvement initiatives. The Operations Manager will also handle issue resolution, implement best practices, and contribute to training and development efforts to maintain high-quality standards.

Qualifications

• Operations and team management skills, including experience supervising teams and managing performance in a BPO/KPO/ITES or similar environment.
• Process management and workflow optimization skills, with the ability to implement and refine standard operating procedures.
• Strong analytical and reporting skills, including proficiency in using MS Excel and other tools for metrics tracking and forecasting.
• Excellent communication and stakeholder management skills for coordinating with clients, vendors, and cross-functional internal teams.
• Problem-solving and decision-making skills, with a focus on issue resolution and continuous improvement.
• Ability to work on-site in Dehradun, manage shifting priorities, and thrive in a high-volume, fast-paced operations environment.
• Bachelor's degree in Business, Operations Management, or a related field; advanced qualifications or certifications in operations or project management are an advantage.
• Prior experience in contact center or outsourcing operations, including exposure to data processing and calling processes, is mandatory.