Operations Manager
11 hours ago
We are looking for a dynamic Manager – Operations to lead end-to-end service delivery for our BPO processes. The role involves managing daily operations, driving performance on SLAs/KPIs, leading a team of TLs/agents, and ensuring high client satisfaction. The ideal candidate should have strong people management skills, analytical ability, and experience in handling multiple stakeholders.
Key Responsibilities -
· Manage daily operations and ensure SLA/KPI delivery (AHT, Quality, CSAT, Productivity).
· Lead, coach, and develop teams to achieve business goals.
· Handle client interactions, governance calls, and performance reviews.
· Drive process improvements, RCA/CAPA, and compliance adherence.
· Coordinate with WFM, QA, and Training for smooth operations.
· Prepare reports and provide insights for decision-making.
Requirements -
· Graduate with 8 years' experience (2 year as Manager – OPS BPO).
· Strong leadership, communication, and analytical skills.
· Good knowledge of WFM, Quality, MIS, and process management.
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