We are Hiring Manager-Operations (international BPO)

Role Summary

• Position: Operations Manager - International BPO
• Department: Operations / Service Delivery
• Reporting To: Senior Manager / VP of Operations

Key Responsibilities:

• SLA & KPI Management: Track and meet client metrics, including Average Handling Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSAT), shrinkage, and attrition.
• People Leadership: Guide, mentor, and evaluate Team Leaders (TLs) and Assistant Managers (AMs).
• Client Management: Lead governance calls, review operational performance, and handle escalations with international clients.
• Resource Planning: Coordinate with workforce management (WFM) for shift scheduling, capacity planning, and staffing requirements.
• Process Improvement: Drive root-cause analysis for metric failures and implement operational strategies to boost productivity.

Desired Candidate Profile:

• Experience: 8 to 12+ years of total experience in the BPO sector, with at least 45 years in a core managerial role handling international voice or non-voice processes.

• Education: Bachelors degree in any stream (Master’s/MBA preferred).

• Skills: Strong data analytical skills (Excel, dashboards), exceptional client communication, and sound knowledge of people management and quality frameworks.

• Work Environment: Flexibility to work in rotating or US/UK shifts.

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