Operations Management Lead

1 week ago

Pune, Maharashtra, India beBeeLeadership Full time ₹ 90,00,000 - ₹ 1,50,00,000

Job Overview

We are seeking an experienced leader to manage day-to-day operations across multiple call centre/BPO processes. The ideal candidate will have strong leadership skills, process expertise, and a customer-first mindset to drive operational excellence, meet service level agreements, and deliver consistent business outcomes.

Key Responsibilities
  • Lead and manage teams to achieve performance goals, monitor key performance indicators, service level agreements, and client deliverables while ensuring high-quality service delivery.
  • 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.
  • Manage 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.
Requirements
  • Strong experience in BPO/call centre operations management (domestic or international).
  • Demonstrated ability to handle large-scale teams 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.
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