Job Description

Job Title: Operations Manager

Department: Operations

Location: Bhopal

Experience Required: 1-2 years as Assistant Manager / Manager (BPO or similar domain preferred)

Job Summary:

The Operations Manager will be responsible for overseeing day-to-day operations, ensuring delivery quality, managing client relationships,

and driving performance through data-driven decision-making. The role requires strong expertise in Advanced Excel, operations reporting,

quality monitoring, training coordination, and team leadership.

Key Responsibilities:

Operations & Performance Management

Manage end-to-end operations to achieve process KPIs, SLAs, and client expectations. Monitor team performance, identify gaps, and implement corrective action plans. Coordinate with cross-functional teams (HR, Quality, Training, MIS, etc.) for smooth workflow execution.
Client & Stakeholder Management

Act as a single point of contact for clients regarding performance updates, reporting, and escalations. Conduct weekly/monthly business reviews with clients and management. Build and maintain strong client relationships through proactive communication.
Reporting & Data Analysis

Prepare and publish daily, weekly, and monthly operation performance dashboards using Advanced Excel. Analyze data trends, shrinkage, productivity, revenue leakage, and provide actionable insights. Create MIS and business summary reports for internal and external stakeholders.
Quality & Training Coordination

Coordinate with Quality & Training teams to ensure process accuracy and continuous performance improvement. Monitor audit scores, feedback, and implement training needs based on performance gaps. Drive a culture of quality, compliance, and process excellence.
Team Leadership

Lead, mentor, and motivate team members to achieve individual and process-level targets. Conduct coaching sessions, performance reviews, and skill development activities. Foster a positive, disciplined, and performance-driven work environment.
Required Skills & Competencies

? Advanced Excel (Pivot, VLOOKUP, XLOOKUP, Power Query, Dashboarding, MIS)

? Strong knowledge of Quality, Training, and Operations processes

? Client handling & communication skills

? Data analysis & reporting expertise

? Leadership, problem-solving, and decision-making ability

? Ability to work under pressure and manage multiple tasks

Eligibility & Qualifications

Bachelor's degree (MBA preferred but not mandatory) 1-2 years' experience as Assistant Manager / Manager (preferably in BPO / outsourcing / operations domain) Knowledge of process SLAs, workforce planning, and performance management
Salary Range: Up to 5 LPA

Employment Type: Full Time

Job Types: Full-time, Permanent

Benefits:

Provident Fund
Education:

Bachelor's (Required)
Language:

English (Required)
Work Location: In person

Job Type: Full-time

Pay: ₹35,000.00 - ₹40,000.00 per month

Work Location: In person