Operation Manager

2 weeks ago

Bengaluru, Karnataka, India Tikmi Technologies Pvt Ltd Full time ₹ 4,47,000 - ₹ 12,22,410 per year

Location: Bangalore

Job Type: Full-Time

Experience Level: Mid to Senior

Industry: BPO / KPO / Outsourcing

Shift: Flexible

About the Role:

We are looking for a dynamic and experienced Operations Manager to lead and optimize service delivery across our international BPO operations. The ideal candidate must have at least 3 years of proven experience in a similar managerial role within an international BPO environment. This is a leadership position that requires strong operational acumen, a deep understanding of client expectations, and the ability to manage large teams in a high-performance, metrics-driven environment.

Key Responsibilities:

  • Lead daily operations for multiple BPO processes, ensuring service levels, productivity, and quality standards are consistently met.
  • Drive process improvements and implement best practices to enhance efficiency and customer satisfaction.
  • Monitor KPIs, prepare reports, and conduct performance reviews to ensure team goals align with organizational objectives.
  • Collaborate with cross-functional teams and global clients to ensure seamless communication and delivery.
  • Manage workforce planning, including staffing, scheduling, and training to meet business requirements.
  • Identify performance gaps and implement coaching and development plans to support team growth.
  • Ensure compliance with internal policies, client guidelines, and industry regulations.
  • Handle escalations, conduct root-cause analyses, and drive resolution strategies.

Requirements:

  • Minimum 3 years of experience as an Operations Manager in an international BPO (mandatory).
  • Strong understanding of BPO operations, metrics (AHT, CSAT, FCR, SLA, etc.), and client management.
  • Exceptional leadership and people management skills with experience handling large teams.
  • Excellent communication skills (verbal and written).
  • Proficiency in MS Office (especially Excel and PowerPoint); familiarity with CRM or workforce management tools is a plus.
  • Ability to thrive in a fast-paced, target-oriented environment.
  • Flexibility to work in night shifts or across global time zones as required.

Preferred Qualifications:

  • Experience in voice and non-voice BPO operations.
  • Exposure to US/UK/Australian BPO processes.
  • Six Sigma/Lean or other process improvement certifications (preferred but not mandatory).

Why Join Us?

  • Be part of a global team committed to operational excellence.
  • Work with international clients and gain cross-cultural exposure.
  • Attractive compensation, growth opportunities, and a collaborative work culture.

If you meet the above criteria and are ready to take your career to the next level, we'd love to hear from you

Job Type: Full-time

Pay: ₹447, ₹1,222,410.84 per year

Benefits:

  • Provident Fund

Work Location: In person

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