Operations Manager – BPO

1 week ago

Ahmedabad, Gujarat, India Jay Maharaj Software Consulting Pvt. Ltd. Full time ₹ 5,00,000 - ₹ 15,00,000 per year

Location:
Ahmedabad (On-site)
Shift:
Night Shift
Job Type:
Full-time
About the Role:

We are seeking an experienced
Operations Manager
to lead and oversee day-to-day operations in our BPO division. The ideal candidate will be responsible for ensuring smooth process execution, maintaining client satisfaction, improving performance metrics, and managing a team of team leaders, executives, and support staff.

Key Responsibilities:

  • Manage end-to-end operations , ensuring timely delivery and high-quality output.
  • Lead, coach, and develop team leaders and agents to meet performance targets (AHT, SLA, quality, CSAT, productivity, etc.).
  • Monitor real-time operations, analyze performance reports, and implement corrective measures.
  • Coordinate with clients for process updates, escalations, and performance reviews.
  • Drive process improvement initiatives to enhance efficiency and reduce operational costs.
  • Ensure compliance with company policies, client SLAs, and data security guidelines.
  • Manage staffing, scheduling, and resource allocation across projects.
  • Conduct regular team meetings, feedback sessions, and performance appraisals.
  • Collaborate with HR and Training teams for recruitment, onboarding, and process training.
  • Handle escalations promptly and ensure satisfactory resolution.

Requirements:

  • Experience:
    Minimum 3–7 years of experience in BPO operations with at least 2 years in a managerial/supervisory role.
  • Education:
    Graduate in any discipline (MBA preferred).
  • Strong understanding of BPO KPIs, workforce management, and client handling.
  • Excellent leadership, communication, and problem-solving skills.
  • Proficient in MS Excel, PowerPoint, and reporting tools.
  • Flexible to work in night shifts and manage multiple processes simultaneously.

Preferred Skills:

  • Knowledge of
    CRM, dialer systems, and quality monitoring tools
    .
  • Ability to work in a fast-paced environment and meet deadlines.

Salary:
As per industry standards (based on experience)
Joining:
Immediate joiners preferred

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