Senior Operations Manager – Call Centre

3 weeks ago

Pune, India Evnek Full time

Job Title: Senior Operations Manager – Call Centre / BPO Operations
Experience:
10+ Years (with minimum 4–5 years in a leadership/operations management role)

Location:
Pune

Notice Period: Immediate Joiner
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 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.

Qualifications

  • Bachelor's degree in Business Administration, Operations, or a related field (MBA preferred).
  • 10+ years of overall BPO/call centre experience, with at least 5 years in a senior operations/management role.

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