Senior Operations Manager
3 days ago
Job Title: Senior Operations Manager –
(Inbound non voice chat) Call Centre/ BPOOperations
Experience: 3+ Years (with minimum 2–3 years in a leadership/operations management role)
Location: Raipur
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 whileensuringhigh-quality service delivery.
Manage and mentor Team Leaders, Operations Managers, and large teams of associatestoachieve performance goals.
Partner with clients, stakeholders, and internal teams to ensure business alignment andcustomersatisfaction.
Implement process improvements, cost optimization, and automation initiativestoenhanceefficiency and productivity.
Handle escalations, workforce planning, capacity management, and rosteringtoensuresmooth operations.
Conduct regular business reviews and provide data-driven insights and reports tosenior 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 multipleprocesslines.
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, MISreporting, andprocess 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 continuousimprovement.
Qualifications
Bachelor's degree in Business Administration, Operations, or a related field(MBApreferred). 3+ years of overall BPO/call centre experience, with at least 2-3 years in a senior operations/management role.
Job Types: Full-time, Permanent
Pay: ₹30, ₹40,000.00 per month
Work Location: In person
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