Evnek - Senior Manager - Call Centre/BPO Operations

7 days ago

Pune, India Evnek Full time

Job Title: Senior Operations Manager - Call Centre / BPO OperationsExperience: 10+ Years (with minimum 4-5 years in a leadership/operations management role)Location: PuneNotice Period: Immediate JoinerAbout the RoleWe 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 while ensuring high-quality service delivery.- Manage and mentor Team Leaders, Operations Managers, and large teams of associates to achieve performance goals.- Partner with clients, stakeholders, and internal teams to ensure business alignment and customer satisfaction.- Implement process improvements, cost optimization, and automation initiatives to enhance efficiency and productivity.- Handle escalations, workforce planning, capacity management, and rostering to ensure smooth operations.- Conduct regular business reviews and provide data-driven insights and reports to senior 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 multiple process lines.- 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, MIS reporting, and process 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 continuous improvement. (ref:iimjobs.com)

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