Operations Manager

Hiring: Operations Manager - International BPO

Location: Hyderabad

Employment Type: Full-Time

Notice Period: Immediate Joiners Only

Experience & Eligibility

- Minimum 2 years of experience in an Operations Manager or equivalent leadership role within an International BPO.

- Overall BPO experience of 6 to 8+ years preferred.

- Proven experience managing large teams in an international customer service environment.

- Graduate in any discipline (Mandatory).

- Strong experience in operational performance management, client interactions, and people leadership.

About the Role

We are seeking a business-driven Operations Manager to manage and optimize day-to-day operations for an International BPO supporting global customer service programs. The ideal candidate will have strong operational leadership, analytical capabilities, client management expertise, and a proven track record of achieving business targets through effective people management and process improvements.

The role is responsible for delivering operational excellence, meeting client expectations, improving key performance metrics, developing high-performing teams, and ensuring an exceptional customer experience.

Key Responsibilities

1. Operational Leadership

- Manage day-to-day operations for an International BPO customer service program.

- Ensure achievement of key operational metrics, including SLA, Productivity, Quality, CSAT, FCR, AHT, Schedule Adherence, Attendance, and Attrition.

- Monitor team and process performance through MIS reports, dashboards, and operational analytics.

- Identify performance gaps, conduct root cause analysis, and implement corrective action plans.

- Ensure adherence to client requirements, internal policies, compliance standards, and quality guidelines.

- Drive continuous improvement initiatives to enhance productivity, efficiency, and customer satisfaction.

2. Client & Stakeholder Management

- Build and maintain strong relationships with clients and internal stakeholders.

- Participate in client governance meetings, including Weekly Business Reviews (WBRs) and Monthly Business Reviews (MBRs).

- Present operational performance, business insights, action plans, and improvement initiatives.

- Manage client escalations and ensure timely resolution of operational issues.

- Collaborate with Workforce Management, Quality, Training, HR, Recruitment, Finance, and IT teams to achieve business objectives.

3. Team Leadership & People Development

- Lead, coach, and develop Team Managers, Team Leaders, and frontline customer service teams.

- Drive employee engagement, performance management, and leadership development initiatives.

- Conduct regular performance reviews, coaching sessions, and feedback discussions.

- Identify training needs and implement development plans to improve employee performance.

- Monitor attendance, attrition, productivity, and employee engagement while driving retention initiatives.

- Foster a culture of accountability, collaboration, and continuous improvement.

4. Performance Management & Business Excellence

- Analyze operational data to identify trends, risks, and opportunities for improvement.

- Drive performance improvement plans to achieve business targets and service delivery commitments.

- Support forecasting, capacity planning, scheduling, and resource optimization in coordination with Workforce Management.

- Monitor operational costs and identify opportunities to improve efficiency.

- Lead process improvement initiatives and support automation where applicable.

- Ensure effective implementation of operational changes, client requirements, and business initiatives.

5. Reporting & Compliance

- Prepare and review daily, weekly, and monthly operational reports.

- Maintain accurate MIS, performance dashboards, and business review presentations.

- Ensure compliance with client-specific requirements, company policies, and operational procedures.

- Track action plans and ensure timely closure of performance gaps and escalations.

Required Skills & Competencies

- Strong understanding of International BPO operations and customer service processes.

- Excellent analytical skills with proficiency in Microsoft Excel, MIS, and reporting.

- Strong client-facing, communication, and stakeholder management skills.

- Proven ability to analyze operational data and translate insights into actionable improvements.

- Excellent people management, coaching, and team leadership capabilities.

- Strong understanding of Workforce Management, Quality, Customer Experience metrics, forecasting, and capacity planning.

- Ability to manage escalations, competing priorities, and fast-paced operational environments.

- Strong problem-solving, decision-making, and presentation skills.

- Demonstrated ownership of operational targets and service delivery performance.

Preferred Qualifications

- Experience supporting international clients across multiple geographies.

- Experience managing large teams or high-volume customer service operations.

What We're Looking For

We are looking for an Operations Manager who:

- Takes ownership of operational performance and business outcomes.

- Builds strong client relationships and maintains service delivery standards.

- Uses data and analytics to drive informed decisions.

- Develops, motivates, and retains high-performing teams.

- Identifies operational challenges and implements effective solutions.

- Consistently delivers business results in a fast-paced International BPO environment.

Why Join Us?

- Manage high-impact International BPO customer service operations.

- Work closely with global clients and cross-functional teams.

- Drive operational improvements and contribute to business success.

- Develop leadership capabilities and progress in your career.