to lead and optimize service delivery across our international BPO operations. The ideal candidate must have
at least 3 years of proven experience
in a similar managerial role within an
international BPO environment
. This is a leadership position that requires strong operational acumen, a deep understanding of client expectations, and the ability to manage large teams in a high-performance, metrics-driven environment.
Key Responsibilities:
Lead daily operations for multiple BPO processes, ensuring service levels, productivity, and quality standards are consistently met.
Drive process improvements and implement best practices to enhance efficiency and customer satisfaction.
Monitor KPIs, prepare reports, and conduct performance reviews to ensure team goals align with organizational objectives.
Collaborate with cross-functional teams and global clients to ensure seamless communication and delivery.
Manage workforce planning, including staffing, scheduling, and training to meet business requirements.
Identify performance gaps and implement coaching and development plans to support team growth.
Ensure compliance with internal policies, client guidelines, and industry regulations.
Handle escalations, conduct root-cause analyses, and drive resolution strategies.
Requirements:
Minimum
3 years of experience as an Operations Manager
in an international BPO (mandatory).
Strong understanding of BPO operations, metrics (AHT, CSAT, FCR, SLA, etc.), and client management.
Exceptional leadership and people management skills with experience handling large teams.
Excellent communication skills (verbal and written).
Proficiency in MS Office (especially Excel and PowerPoint); familiarity with CRM or workforce management tools is a plus.
Ability to thrive in a fast-paced, target-oriented environment.
Flexibility to work in night shifts or across global time zones as required.
Preferred Qualifications:
Experience in voice and non-voice BPO operations.
Exposure to US/UK/Australian BPO processes.
Six Sigma/Lean or other process improvement certifications (preferred but not mandatory).
Why Join Us?
Be part of a global team committed to operational excellence.
Work with international clients and gain cross-cultural exposure.
Attractive compensation, growth opportunities, and a collaborative work culture.
If you meet the above criteria and are ready to take your career to the next level, we'd love to hear from you!
Job Type: Full-time
Pay: ₹447,012.33 - ₹1,222,410.84 per year
Benefits:
Provident Fund
Work Location: In person
Beware of fraud agents! do not pay money to get a job
MNCJobsIndia.com will not be responsible for any payment made to a third-party. All Terms of Use are applicable.