Operations Manager

4 weeks ago

Kolkata, India CogentHubCX Full time

Job Summary:

We are seeking a highly driven and experienced Operations Manager to oversee day-to-day activities in our BPO operations. The ideal candidate will bring leadership, efficiency, and a results-oriented mindset to ensure service delivery, team performance, and client satisfaction. This role is critical for meeting SLA targets, managing team leads, and driving process improvements in a fast-paced environment.

Key Responsibilities:

  • Manage and oversee end-to-end operations of one or more BPO processes (voice, chat, email, or blended).
  • Lead a team of Assistant Managers, Team Leaders, and Associates to meet operational goals.
  • Ensure SLA adherence, quality metrics, and client expectations are consistently met.
  • Analyze operational performance reports (AHT, CSAT, FCR, Productivity, Attrition, etc.) and take corrective actions.
  • Drive continuous process improvement through lean practices and automation where applicable.
  • Conduct regular reviews with internal teams and external stakeholders/clients.
  • Handle escalations and ensure timely resolution of customer and client issues.
  • Collaborate with QA, Training, and Workforce Management teams for staffing, skill development, and performance optimization.
  • Recruit, train, and retain a high-performing workforce aligned with business goals.
  • Ensure compliance with all internal policies and external regulations.

Key Requirements:

  • Experience: 7-10 years in BPO/telecom operations, with at least 2-3 years in a managerial role (Ops Manager / Senior AM).
  • Education: Graduate in any discipline (MBA or PG in Operations/Management is a plus).
  • Process Type: Domestic / International voice or non-voice processes (Telecom/BPO)

  • Skills:

  • Strong people management and leadership capabilities.

  • Deep understanding of operational metrics and performance KPIs.
  • Excellent communication and stakeholder management skills.
  • Analytical mindset with decision-making ability under pressure.
  • Familiarity with BPO tools like CRM systems, dialers, WFM software, etc.
  • Proficient in MS Excel, PowerPoint, and reporting tools.

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