Operations Manager

18 hours ago


Ernakulam, India Sutherland Full time

Role & responsibilities

Key Responsibilities:

  • Identify gaps and implement process improvements across HR touchpointsonboarding, performance management, engagement, and exit management.
  • Collaborate with Client Partner teams to update and refine policies in alignment with evolving organizational and employee needs.
  • Track and drive key performance metrics such as Service Levels (SL), Average Handle Time (AHT), Quality Scores, CSAT, First Contact Resolution (FCR), and Productivity.
  • Manage shrinkage and proactively address attrition through workforce analytics, engagement plans, and structured feedback loops.
  • Lead performance management processes including regular reviews, PIP planning, and career pathing.
  • Drive continuous process improvement initiatives to increase efficiency and optimize resources.
  • Coordinate with HR, Training, Quality, WFM, and other support functions to ensure smooth day-to-day operations and quick issue resolution.
  • Act as the escalation point for operational, employee, or policy-related concerns from frontline managers and clients.
  • Ensure compliance with internal policies, client expectations, and legal obligations.
  • Partner with clients to deliver actionable insights and innovations that add value beyond standard KPIs.
  • Participate in client calls and represent business health, action plans, and risk mitigations confidently.
  • Identify revenue or efficiency improvement opportunities and build business cases where applicable.
  • The person should possess strong data-driven approach to performance and people metrics.
  • They should possess excellent interpersonal and stakeholder management skills.
  • Should be proficient in MS Excel, dashboards, and reporting tools.
  • Experience in a BPO or services environment.

Preferred candidate profile

Min 10- 12years of experience in international BPO

Excellence communication skills

Comfortable working with night shifts


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