Sr. Operation Manager

6 days 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).

  • Manager/Sr. Manager

    3 weeks ago

    Mangalore, Karnataka, India Wholsum Foods (Slurrp Farm and Millé) Full time

    Job Description - Manager/Sr. Manager – Accounts Receivable WHAT WE DO AND WHO WE ARE Join the dynamic team at Wholsum Foods and be part of an extraordinary movement Our mission is simple: to change the world's eats. With brands like Slurrp Farm and Mille, we offer healthy and delicious alternatives to the junk food epidemic. It's time to rediscover...

  • Sr. Analyst, IT Acquisition Specialist

    2 days ago

    Mangalore, Karnataka, India beBeeProcurement Full time ₹ 12,00,000 - ₹ 20,00,000

    Job Title: Sr. Analyst, IT ProcurementWe are seeking an experienced Sr. Analyst to join our IT Procurement team.Job Description:The successful candidate will assist the IT Procurement office in facilitating the approval of all IT procurement projects and ensuring compliance with Group Procurement Policies and associated processes.They will work in either the...

  • Sr. Cloud Engineer

    5 days ago

    Mangalore, Karnataka, India InfoSpruce Technologies Private Limited Full time

    ???? We're Hiring: Sr.Cloud Engineer (AWS) ????Are you a Cloud expert with a passion for building scalable, secure, and cost-efficient AWS environments? Join us and be part of a fast-growing team delivering enterprise-grade cloud solutions.???? Role: Sr.Cloud Engineer ???? Experience: 8+ Years ???? Location: Remote ???? Compensation: As per market standards...

  • Sr. Workday Absence Configuration Specialist

    1 day ago

    Mangalore, Karnataka, India beBeeConfiguration Full time ₹ 2,00,00,000 - ₹ 2,50,00,000

    Job Title: Sr. Workday Absence Configuration SpecialistAs a key member of our team, the Sr. Workday Absence Configuration Specialist will be responsible for designing and configuring Workday Absence Management to meet the needs of our clients.Key Responsibilities:•Design and configure global absence plans, accruals, time-off policies, Proration...

  • Sr. Integration Engineer

    3 days ago

    Mangalore, Karnataka, India Pro5 Full time

    About the RoleOur client is looking for an experienced Sr. Integration Engineer with strong expertise in integration technologies and a proven track record in financial technology and banking systems integration. You will design and implement scalable solutions using WSO2, microservices, and Java/Spring Boot, while driving API governance and integration best...

  • Sr. Business Development Manager

    3 days ago

    Mangalore, Karnataka, India Damco Solutions Full time

    Position: Sr. Business Development Manager || AVP || VP - IT Sales || Software Solution Sales (Hunters and Individual Contributors for Europe Market only)Experience: 10+ years Location: Faridabad/ NoidaFocused Geo: EuropeObjective:We are looking for hunters, builders and doers in IT/Software sales space to help us become the trusted technology partner of...

  • Senior Wealth Management Professional Wanted

    4 days ago

    Mangalore, Karnataka, India beBeeWealth Full time ₹ 1,50,00,000 - ₹ 2,50,00,000

    Job Title:Sr Manager/ Chief Manager - Wealth Management Expert

  • Cashier/Sr. Cashier

    6 days ago

    Mangalore, Karnataka, India Aditya Birla Group ( Novel Jewels ) Full time ₹ 20,000 - ₹ 40,000 per year

    Greetings from Novel Jewels ( Aditya Birla Group)Indriya Jewewllers Laucnhing new store in Mangalorewe are Hiring Cashier and Sr. Caschier Positions ( Jewellery Exp Mandatory)Below is the JDRoles & Responsibilities of a Jewellery CashierCash Handling & BillingHandle all cash, card, UPI, and cheque transactions accurately.Prepare and issue invoices/bills for...

  • Sr. SAP Warranty Expert

    1 week ago

    Mangalore, Karnataka, India beBeeWarranty Full time ₹ 20,00,000 - ₹ 25,00,000

    Job OverviewWe are seeking an experienced SAP Warranty professional to drive business growth and system integration.The ideal candidate will have a strong background in warranty management and expertise in LO-WTY Warranty Management.Key Responsibilities:Designing, configuring, and enhancing SAP Warranty Management systemsLeading LO-WTY Claim Lifecycle and...

  • Operations Manager

    3 days ago

    Mangalore, Karnataka, India beBeeOperations Full time ₹ 9,00,000 - ₹ 12,00,000

    Job RoleWe are seeking a seasoned Operations Manager to oversee the daily operations of our hotel. As a key member of our team, you will be responsible for managing front office, housekeeping, human resource management, food and beverage services, guest experience, maintenance and engineering, security and safety.The successful candidate will have extensive...