Sr. Operation Manager

2 weeks ago

Mangalore, Karnataka, India RAPRO Solutions Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Job Title:
Operations Sr. Manager – Voice Process (BPO)

Location:
Mysore/Mangalore

Shifts:
Rotational Shift including night shifts

Employment Type:
Full-Time

Job Summary:

We are seeking a results-driven
Operations Sr. Manager
to lead and manage voice-based BPO operations. The ideal candidate will oversee day-to-day process delivery, manage team performance, drive efficiency, and ensure client satisfaction. This role involves strategic planning, team leadership, KPI management, and continuous improvement of operations in alignment with organizational goals.

Key Responsibilities:

· Oversee the end-to-end delivery of voice process operations across multiple teams or projects.

· Drive performance against key operational metrics: AHT, FCR, CSAT, Quality, and SLA adherence.

· Manage Team Leaders, Trainers, and Quality Analysts to maintain consistent performance and service levels.

· Identify and implement process improvements to enhance productivity and customer experience.

· Collaborate with clients to understand expectations, handle escalations, and present performance reviews.

· Ensure compliance with all internal policies, client requirements, and data security standards.

· Manage staffing, roster planning, and shrinkage to optimize capacity utilization.

· Monitor and control operational costs, reporting variance and driving cost efficiencies.

· Mentor and develop high-potential team members for future leadership roles.

Skills Needed:

· years of experience in BPO operations, with at least 5 to 7 years in a managerial capacity handling voice process.

· Strong understanding of contact centre metrics, reporting tools, and workforce management.

· Proven ability to manage cross-functional teams and large-scale voice operations.

· Excellent communication, stakeholder management, and client-facing skills.

· Proficiency in Excel, PowerPoint, and reporting/analytics tools.

· Experience in managing international voice processes (US/UK/AUS).

· Knowledge of quality frameworks (COPC, Six Sigma, Lean – preferred).

· Hands-on experience with CRM systems, diallers, and workforce optimization tools.

· MBA or relevant post-graduate degree in operations or business management (desirable).

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