Evnek - Senior Manager - Call Centre / BPO Operations

Job Title : Senior Operations Manager - Call Centre / BPO Operations

Experience : 10+ Years (with minimum 4-5 years in a leadership / operations management role)

Location : Pune

Notice Period : Immediate Joiner

About the Role

We are seeking an experienced Senior Operations Manager with a proven background in call centre / BPO operations management. The ideal candidate will have strong leadership skills, process expertise, and a customer-first mindset to drive operational excellence, meet SLAs, and deliver consistent business outcomes.

Key Responsibilities

• Lead and manage day-to-day operations across multiple call centre / BPO processes (voice, non-voice, inbound, outbound, back-office).
• Drive operational excellence by monitoring KPIs, SLAs, and client deliverables while ensuring high-quality service delivery.
• Manage and mentor Team Leaders, Operations Managers, and large teams of associates to achieve performance goals.
• Partner with clients, stakeholders, and internal teams to ensure business alignment and customer satisfaction.
• Implement process improvements, cost optimization, and automation initiatives to enhance efficiency and productivity.
• Handle escalations, workforce planning, capacity management, and rostering to ensure smooth operations.
• Conduct regular business reviews and provide data-driven insights and reports to senior leadership and clients.
• Drive employee engagement, retention, and performance management strategies to build high-performing teams.
• Ensure compliance with organizational policies, regulatory requirements, and quality standards.

Key Skills & Competencies

(ref : iimjobs.com)