Operations Manager//OPs Manager//Voice process//BPO

1 day ago

Kolkata, West Bengal, India Hiresquad Full time

Leading BPO in Kolkata

Hiring Operations Manager- International Voice Process

Must be working as a Manager in BPO in International Voice Process

Telecom Experience Preferred

Handled Team Span of 100+ including Team Leader, Assistant Manager

Good in Operations Matrices like SLA, CSAT,NPS, Attrition, Shrinkage

CTC UPTO 18LPA based on Last CTC and Experience

Candidate willing to relocate can also Apply

Looking for Only Female candidates

Role and Key Responsibilities:

Monitor and manage client Service Level Agreements (SLAs); proactively identify gaps and implement improvement plans.

Drive revenue growth by managing billable hours, forecasting, budgeting, and identifying opportunities for upselling.

Lead, coach, and develop Team Leaders and their teams ensuring high performance, engagement, and alignment with business goals.

Review and act on operational reports (e.g., attendance, client scorecards, performance metrics) to maintain service quality.

Build and nurture strong relationships with client stakeholders; represent the business in client reviews and strategic discussions.

Provide clear direction and support to teams, ensuring consistent application of company policies and performance standards.

Conduct regular one-on-one sessions with direct reports to review performance, provide feedback, and support career development.

Collaborate with cross-functional teams (Training, HR, Quality, WFM, Talent Acquisition) to drive continuous improvement.

Key Skills and knowledge:

  • Minimum 8 years of experience in the BPO industry, with at least 2 years in a voice process.
  • 1+ year of experience in an Operations Manager role, preferably in telecom.
  • Strong customer service orientation with proven upselling and cross-selling capabilities.
  • Excellent communication skillsboth verbal and written.
  • Demonstrated ability to lead, coach, and inspire teams to achieve goals.
  • Analytical mindset with problem-solving skills and a focus on process improvement.
  • Ability to manage multiple priorities in a fast-paced, deadline-driven environment.

  • Comfortable working under pressure while maintaining professionalism.

  • Experience in performance management, employee engagement, and conflict resolution.

  • Willingness to work flexible hours based on business needs.

Educational Qualification :   Graduate

Interested candidates can mail their cv at or call

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