Job description:
About the job
Role Objective:
To manage end-to-end operations of LPM process by leading large teams, ensuring SLA delivery, improving productivity, and driving employee engagement in a high-volume, target-driven environment.
Key Responsibilities:
1. Team & Workforce Management
- Manage large teams (Team Leaders /ATL's + Agents – 50 to 100+ QC)
- Plan staffing, shift rosters, and resource allocation (24x7 ops)
- Handle shrinkage, absenteeism, and attrition proactively
- Ensure optimum utilization of manpower
2. SLA & Performance Delivery
- Ensure achievement of client SLAs (TAT, AHT, CSAT, Quality, FCR)
- Monitor real-time performance via dashboards
- Drive continuous improvement in KPIs
- Conduct daily/weekly performance reviews
3. Client & Stakeholder Management
- Conduct governance calls, performance reviews, and reporting
- Align operations with client expectations
4. Employee Engagement & Retention
- Drive engagement initiatives to reduce attrition
- Handle grievances, disciplinary issues, and escalations
- Build a high-performance and positive work culture
- Recognize and reward top performers
5. Training & Capability Development
- Identify skill gaps and coordinate training programs with the help of QC team
- Work with Quality & Training teams for continuous improvement
- Develop Team Leaders for leadership readiness
- Support onboarding and nesting phases
6. Process Excellence & Compliance
- Ensure SOP adherence and process standardization
- Drive Lean / Six Sigma / process improvement initiatives
- Maintain compliance with company policies & audits
- Ensure data security and confidentiality (especially for ITES)
7. MIS & Reporting
- Publish daily/weekly/monthly dashboards (SLA, productivity, attrition)
- Analyze trends and recommend corrective actions
- Forecast workforce requirements
Key KPIs (BPO-Specific):
- SLA Adherence
- Quality Score (%)
- Attrition & Shrinkage
- Productivity
- Schedule Adherence
- Escalation Resolution Time
Required Skills:
- Strong people management (large team handling)
- Excellent communication & presentation skills
- Conflict management & decision-making
- Data-driven mindset (MIS, dashboards)
- Ability to work in 24x7 / shift-based environments
Qualifications:
Graduate / MBA (preferred)
6–12 years of experience in BPO/ITES operations
Minimum 2–4 years in a managerial role
Reporting Structure:
Reports to: Delivery Head
Direct Reports: Team Leaders / Assistant Managers
Span of Control: 50–100+ employees
Ideal Candidate Profile:
Experience in handling non-voice
Strong attrition control strategies
Proven track record of SLA delivery
High ownership and execution mindset
Work Location: In person
