Operations Manager
2 days ago
Company Description
Transact Global is a BPO, Call Center & IT Services company founded in 2008. We are ISO 9001:2015 and ISMS 27001:2013 Certified, offering a range of CX, BPO & Call Center Solutions, including call center services, telemarketing operations, technical support, software development, analytics, and more. Our clients include Britannia India, 3M, HDFC, and many others.
Key Responsibilities :
· Lead and manage end-to-end BPO operations across multiple teams/processes.
· Develop and implement operational strategies to meet KPIs and SLAs.
· Monitor performance metrics and generate reports for internal and client review.
· Ensure efficient workforce management including hiring, training, scheduling, and team development.
· Foster a high-performance culture focused on quality, customer satisfaction, and continuous improvement.
· Identify operational gaps and work on process enhancements to improve efficiency and productivity.
· Act as the primary point of contact for clients on operational matters.
· Handle escalations, troubleshoot issues, and provide timely resolutions.
· Ensure compliance with company policies, client requirements, and regulatory standards.
· Strong analytical and decision-making skills
· Client relationship management
Requirements :
· Bachelor's degree in Business Administration, Management, or a related field. MBA is a plus.
· Minimum [5+] years of experience in BPO operations, with at least [2+] years in a managerial role.
· Strong knowledge of BPO workflows (voice, inbound, outbound).
· Exceptional leadership, communication, and interpersonal skills.
· Proficiency in using CRM, WFM tools, and MS Office (Excel, PowerPoint).
· Experience in process improvement methodologies like Six Sigma or any certifications (preferred).
· Age between Minimum 25 and the maximum upto 38years
Salary : Upto 7LPA
Location : Yeshwantpur, Bangalore
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