Job Description

Job Title: Senior Operations Manager -

(Inbound non voice chat) Call Centre/ BPOOperations

Experience: 3+ Years (with minimum 2-3 years in a leadership/operations management role)

Location: Raipur

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 whileensuringhigh-quality service delivery.

? Manage and mentor Team Leaders, Operations Managers, and large teams of associatestoachieve performance goals.

? Partner with clients, stakeholders, and internal teams to ensure business alignment andcustomersatisfaction.

? Implement process improvements, cost optimization, and automation initiativestoenhanceefficiency and productivity.

? Handle escalations, workforce planning, capacity management, and rosteringtoensuresmooth operations.

? Conduct regular business reviews and provide data-driven insights and reports tosenior 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

? Strong experience in BPO/call centre operations management (domestic or international).

? Demonstrated ability to handle large-scale teams (200+ FTEs) with multipleprocesslines.

? Excellent understanding of workforce management, quality frameworks, and customer experience metrics.

? Strong communication, client management, and stakeholder engagement skills.

? Analytical mindset with expertise in data-driven decision-making, MISreporting, andprocess optimization.

? Hands-on experience with call centre tools/CRM, WFM solutions, and reporting dashboards.

? Ability to work in a fast-paced, high-pressure environment while driving continuousimprovement.

Qualifications

? Bachelor's degree in Business Administration, Operations, or a related field(MBApreferred). ? 3+ years of overall BPO/call centre experience, with at least 2-3 years in a senior operations/management role.

Job Types: Full-time, Permanent

Pay: ₹30,000.00 - ₹40,000.00 per month

Work Location: In person