Operations Manager (BPO Industry) - Technical Sales and Support

Key Responsibilities

• Manage end-to-end BPO operations and ensure seamless process execution.
• Lead, mentor, and motivate Team Leaders, Quality Analysts, Trainers, and Operations teams.
• Monitor daily operational performance, productivity, and service levels.
• Develop and implement operational strategies to improve efficiency and profitability.
• Ensure adherence to client SLAs, KPIs, quality standards, and compliance requirements.
• Analyse MIS reports and operational metrics to identify improvement opportunities.
• Coordinate with HR, Recruitment, Training, IT, and Quality teams to ensure smooth business operations.
• Conduct regular performance reviews and implement action plans for process improvement.
• Handle client escalations and maintain strong client relationships.
• Prepare operational reports and present business performance to senior management.
• Drive employee engagement, retention, and performance improvement initiatives.
• Manage workforce planning, shift management, attendance, and resource allocation.
• Ensure compliance with company policies, security standards, and operational procedures.

Required Skills

• Strong leadership and people management skills.
• Excellent communication and client management abilities.
• Strong analytical and decision-making skills.
• Experience in managing large BPO teams.
• Hands-on experience with KPIs, SLAs, AHT, CSAT, Productivity, Shrinkage, and Quality Metrics.
• Proficiency in MS Excel, MIS reporting, and operational dashboards.
• Ability to work in a fast-paced environment and handle multiple priorities.

Eligibility

• Bachelor's degree in any discipline (MBA preferred).
• Minimum 15+ years of experience in BPO Operations.
• At least 2+ years in a managerial role hand in US Technical Sales and Support processes will be preferred.