Operations Manager

Company: Cyfuture India Pvt. Ltd.
Process: DGVCL Government Project
Location: Surat, Kapodra
Position: BPO Operations Manager

Key Responsibilities

• Manage day-to-day operations of the DGVCL process.
• Lead, motivate, and manage a team of BPO executives and team leaders.
• Monitor key performance metrics such as productivity, quality, SLA, AHT, attendance, and customer satisfaction.
• Ensure smooth and efficient execution of process operations.
• Conduct regular performance reviews and provide coaching to team members.
• Identify operational gaps and implement corrective/improvement measures.
• Ensure adherence to company policies, process guidelines, and government project requirements.
• Coordinate with internal teams and stakeholders to resolve operational issues.
• Prepare and share regular MIS and performance reports with management.
• Maintain high standards of quality, compliance, and customer service.
• Handle escalations and ensure timely resolution of operational challenges.

Candidate Profile

• Experience in BPO/Call Center/Customer Service Operations.
• Previous experience as an Operations Manager / Senior Operations Manager is Mandatory
• Strong people-management and leadership skills.
• Good communication and interpersonal skills.
• Ability to analyze operational data and drive performance.
• Strong problem-solving and decision-making abilities.
• Comfortable working in a target-driven environment.
• Experience in handling government projects/processes will be an added advantage.