Job Description
Senior / Associate Operations Manager - BPO/Call Center
Experience: 5-10 years in BPO/Call Center Operations Industry: BPO / KPO / Contact Center
Job Summary We are looking for a dynamic and result-oriented Operations Manager with strong hands-on experience in core operations, MIS, Quality, Training, Revenue, and Business Management. The ideal candidate should be capable of managing end-to-end contact center operations, driving performance, and ensuring high levels of customer satisfaction and business growth.
Key Responsibilities
*Operations Management
*Manage day-to-day contact center operations (Inbound/ Outbound/Blended).
* Ensure achievement of SLA, TAT, Productivity, and Utilization targets.
*Handle client interactions, reviews, and escalations.
MIS & Reporting
Prepare and analyze daily/weekly/monthly MIS reports. Track KPIs such as AHT, FCR, CSAT, QA scores, Attrition, Shrinkage.
Provide insights for performance improvement and decision-making.
Quality Assurance (QA)
Oversee QA framework and audit processes. Ensure compliance with process and quality standards. Drive continuous improvement plans based on QA feedback.
Training & Development
Coordinate with Training team for onboarding and refresher programs.
Identify training gaps and skill development needs. Conduct coaching sessions for Team Leaders and Agents.
Revenue & Business
Drive revenue targets and cost optimization. Support new business transitions and ramp-ups. Improve profitability through productivity and efficiency initiatives.
People Management
Manage Team Leaders, Supervisors, QA, and Trainers. Handle performance management, PIPs, and appraisals. Reduce attrition and improve employee engagement.
Required Skills & Competencies Strong knowledge of BPO metrics & KPIs Hands-on with MIS & Excel (Advanced level preferred) Excellent client handling & stakeholder management Leadership and team management skills Problem-solving and analytical mindset Strong communication & presentation skills
Qualifications Graduate / Postgraduate 5+ years in core BPO operations Experience managing 50-300+ FTE preferred
Preferred Profile
Experience in Voice/Non-Voice/Blended processes Exposure to international clients is an added advantage Proven record of driving revenue & operational excellence.
