Operations Manager – BPO

Location : Ahmedabad (On-site) Shift : Night Shift Job Type : Full-time About the Role :

We are seeking an experienced Operations Manager to lead and oversee day-to-day operations in our BPO division. The ideal candidate will be responsible for ensuring smooth process execution, maintaining client satisfaction, improving performance metrics, and managing a team of team leaders, executives, and support staff.

Key Responsibilities :

• Manage end-to-end operations , ensuring timely delivery and high-quality output.
• Lead, coach, and develop team leaders and agents to meet performance targets (AHT, SLA, quality, CSAT, productivity, etc.).
• Monitor real-time operations, analyze performance reports, and implement corrective measures.
• Coordinate with clients for process updates, escalations, and performance reviews.
• Drive process improvement initiatives to enhance efficiency and reduce operational costs.
• Ensure compliance with company policies, client SLAs, and data security guidelines.
• Manage staffing, scheduling, and resource allocation across projects.
• Conduct regular team meetings, feedback sessions, and performance appraisals.
• Collaborate with HR and Training teams for recruitment, onboarding, and process training.
• Handle escalations promptly and ensure satisfactory resolution.

Requirements :

Preferred Skills :

Salary : As per industry standards (based on experience) Joining : Immediate joiners preferred