Operations Manager / Ops Manager / International BPO

Hiresquad Resources is seeking a highly skilled and experienced Operations Manager for an International Voice Process in Kolkata. We're looking for a seasoned leader who is currently serving as a Manager or Tenured Deputy Manager in an International BPO, with a proven track record of managing large teams (80+ FTEs, including Team Leaders and Assistant Managers) and excelling in operational matrices. We encourage diversity candidates and those willing to relocate to apply!

Key Roles and Responsibilities

• Service Level Management : Analyze and maintain all Client Service Level Agreements (SLAs), implementing effective improvement plans as needed to ensure consistent performance.
• Team Leadership & Development : Select, train, develop, and manage the performance of direct reports (Team Leaders / Assistant Managers) and their respective teams. This includes planning and assigning work in accordance with organizational policies and legal requirements.
• Operational Reporting & Review : Manage and review critical operational reports, such as Attendance adherence, PFP (Pay for Performance), Client Scorecards, and various Metrics Management reports.
• Client Relationship Management : Create and maximize strong relationships with client partners, ensuring alignment and satisfaction.
• Policy & Performance Guidance : Provide strong leadership and guidance to direct reports to ensure consistent administration of company policies and standards. Define and implement any corrective actions necessary to meet operational performance targets.
• Coaching & Feedback : Conduct regular one-on-ones with direct reports to review individual and team performance, offering ongoing developmental coaching.
• Employee Engagement : Foster a positive work environment through proactive employee engagement initiatives. Resolve employee relations issues professionally and in a timely manner.
• Cross-Functional Collaboration : Participate in cross-functional meetings to review information from operational support functions (Training, HR, Quality, WFM, TA) and partner to define action plans that resolve issues and drive continuous improvement.
• Strategic Operations : Implement best practices and strive to over-deliver for clients, drive consistent performance, evaluate staffing needs with input from Business Development and the Client, and make adjustments to meet changing requirements.
• Business Reviews : Attend business reviews with the client to represent operational performance and insights.
• Team Management : Effectively handle and manage a team comprising Team Leaders.

Key Skills and Knowledge

Educational Qualification

Interested candidates can mail their CV to [HIDDEN TEXT] or call at 8467054123.

Skills Required

International Voice, Process Control, Stakeholder Engagement, Leadership, Reporting Skills, Collaboration