Business Process Management Director

2 days ago

Odhav, India Jay Maharaj Software Consulting Pvt. Ltd. Full time

Location: Ahmedabad (On-site)Shift: Night ShiftJob Type: Full-timeAbout 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:Experience: Minimum 3–7 years of experience in BPO operations with at least 2 years in a managerial/supervisory role.Education: Graduate in any discipline (MBA preferred).Strong understanding of BPO KPIs, workforce management, and client handling.Excellent leadership, communication, and problem-solving skills.Proficient in MS Excel, PowerPoint, and reporting tools.Flexible to work in night shifts and manage multiple processes simultaneously.Preferred Skills:Knowledge of CRM, dialer systems, and quality monitoring tools.Ability to work in a fast-paced environment and meet deadlines.Salary: As per industry standards (based on experience)Joining: Immediate joiners preferred

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