Senior Operations Manager – International Chat Support

2 days ago

Patia Bhubaneswar Orissa, India Kalinga IT Enabled Services Full time

Job Title

Senior Operations Manager – International Chat Support (BPO)

Location:

Bhubaneswar

Experience

10–15 years in BPO / Contact Center Operations, with at least 5 years managing international chat or omnichannel support at a senior leadership level

Employment Type

Full-Time

Job Summary

The Senior Operations Manager – International Chat Support will lead and manage high-volume international chat operations within a BPO environment. The role is responsible for operational delivery, client satisfaction, SLA governance, people leadership, cost optimization, and continuous improvement across multiple international programs.

Key Responsibilities

Operations & Service Delivery

  • Manage end-to-end international chat support operations across US, UK, APAC, and EMEA clients
  • Ensure achievement of SLAs, KPIs, CSAT, QA, FCR, AHT, and productivity targets
  • Oversee daily operations reviews, capacity planning, and real-time queue management
  • Drive operational stability during peak volumes and business-critical periods

Client & Account Management

  • Act as the senior escalation point for global clients
  • Lead client reviews, performance presentations, and governance calls
  • Support new client transitions, pilot programs, and volume ramp-ups
  • Partner with sales and solutions teams during RFPs and due diligence

People Leadership & Workforce Management

  • Lead Operations Managers, Team Leads, QA, Trainers, and WFM teams
  • Drive performance management, coaching, and leadership development
  • Manage attrition, absenteeism, and engagement initiatives
  • Ensure optimal staffing, shift planning, and shrinkage control

Quality, Compliance & Risk

  • Ensure adherence to client-defined quality standards and compliance guidelines
  • Manage audits related to data security, ISO, SOC, GDPR, HIPAA (as applicable)
  • Drive root cause analysis and corrective action plans for defects and escalations
  • Ensure strict adherence to information security and confidentiality policies

Process Excellence & Transformation

  • Lead Lean / Six Sigma initiatives to improve efficiency and reduce costs
  • Identify opportunities for automation, macros, AI chatbots, and self-service tools
  • Standardize SOPs, playbooks, and best practices across chat programs
  • Drive digital transformation initiatives in collaboration with IT and product teams

Financial & Business Ownership

  • Own P&L for assigned chat accounts
  • Manage budgets, cost per contact, productivity, and margin improvement
  • Support forecasting, pricing models, and resource planning

Key Skills & Competencies

  • Strong experience in international BPO chat support operations
  • Proven ability to manage large teams (300+ FTE) across shifts
  • Deep understanding of chat-specific KPIs and omnichannel environments
  • Excellent client management and executive communication skills
  • Strong analytical mindset with data-driven decision making
  • Experience with WFM tools, CRM platforms, and chat technologies
  • Exposure to automation, AI, and digital CX tools preferred

Educational Qualifications

  • Graduate in any discipline
  • MBA / PGDM in Operations, HR, or Business Management preferred

Certifications (Preferred)

  • Six Sigma Green Belt / Black Belt
  • COPC
  • PMP / ITIL (added advantage)

Reporting To VP – Shared Service Operations

Job Types: Full-time, Permanent

Pay: ₹700, ₹900,000.00 per year

Benefits:

  • Provident Fund

Work Location: In person

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