Senior Operations Manager

3 days ago

Raipur, Chhattisgarh, India AV Groups Full time ₹ 6,00,000 - ₹ 9,60,000 per year

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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