Verified Job
Customer Support / TeleCaller
Senior Operations Manager – Call Centre / BPO Operations
Customer Support / TeleCaller
#636185
Remote / WFH
Job Description
Job Title: Senior Operations Manager – Call Centre / BPO Operations
Experience: 10+ Years (with minimum 4–5 years in a leadership/operations management role)
Location: Pune
Notice Period: Immediate Joiner
About The Role
We are seeking an experienced Senior Operations Manager with a proven background in call centre/BPO operations management. The ideal candidate will have strong leadership skills, process expertise, and a customer-first mindset to drive operational excellence, meet SLAs, and deliver consistent business outcomes.
Key Responsibilities
• Lead and manage day-to-day operations across multiple call centre/BPO processes (voice, non-voice, inbound, outbound, back-office).
• Drive operational excellence by monitoring KPIs, SLAs, and client deliverables while ensuring high-quality service delivery.
• Manage and mentor Team Leaders, Operations Managers, and large teams of associates to achieve performance goals.
• Partner with clients, stakeholders, and internal teams to ensure business alignment and customer satisfaction.
• Implement process improvements, cost optimization, and automation initiatives to enhance efficiency and productivity.
• Handle escalations, workforce planning, capacity management, and rostering to ensure smooth operations.
• Conduct regular business reviews and provide data-driven insights and reports to senior leadership and clients.
• Drive employee engagement, retention, and performance management strategies to build high-performing teams.
• Ensure compliance with organizational policies, regulatory requirements, and quality standards.
Key Skills & Competencies
• Strong experience in BPO/call centre operations management (domestic or international).
• Demonstrated ability to handle large-scale teams (200+ FTEs) with multiple process lines.
• Excellent understanding of workforce management, quality frameworks, and customer experience metrics.
• Strong communication, client management, and stakeholder engagement skills.
• Analytical mindset with expertise in data-driven decision-making, MIS reporting, and process optimization.
• Hands-on experience with call centre tools/CRM, WFM solutions, and reporting dashboards.
• Ability to work in a fast-paced, high-pressure environment while driving continuous improvement.
Qualifications
• Bachelor’s degree in Business Administration, Operations, or a related field (MBA preferred).
• 10+ years of overall BPO/call centre experience, with at least 5 years in a senior operations/management role.
Experience: 10+ Years (with minimum 4–5 years in a leadership/operations management role)
Location: Pune
Notice Period: Immediate Joiner
About The Role
We are seeking an experienced Senior Operations Manager with a proven background in call centre/BPO operations management. The ideal candidate will have strong leadership skills, process expertise, and a customer-first mindset to drive operational excellence, meet SLAs, and deliver consistent business outcomes.
Key Responsibilities
• Lead and manage day-to-day operations across multiple call centre/BPO processes (voice, non-voice, inbound, outbound, back-office).
• Drive operational excellence by monitoring KPIs, SLAs, and client deliverables while ensuring high-quality service delivery.
• Manage and mentor Team Leaders, Operations Managers, and large teams of associates to achieve performance goals.
• Partner with clients, stakeholders, and internal teams to ensure business alignment and customer satisfaction.
• Implement process improvements, cost optimization, and automation initiatives to enhance efficiency and productivity.
• Handle escalations, workforce planning, capacity management, and rostering to ensure smooth operations.
• Conduct regular business reviews and provide data-driven insights and reports to senior leadership and clients.
• Drive employee engagement, retention, and performance management strategies to build high-performing teams.
• Ensure compliance with organizational policies, regulatory requirements, and quality standards.
Key Skills & Competencies
• Strong experience in BPO/call centre operations management (domestic or international).
• Demonstrated ability to handle large-scale teams (200+ FTEs) with multiple process lines.
• Excellent understanding of workforce management, quality frameworks, and customer experience metrics.
• Strong communication, client management, and stakeholder engagement skills.
• Analytical mindset with expertise in data-driven decision-making, MIS reporting, and process optimization.
• Hands-on experience with call centre tools/CRM, WFM solutions, and reporting dashboards.
• Ability to work in a fast-paced, high-pressure environment while driving continuous improvement.
Qualifications
• Bachelor’s degree in Business Administration, Operations, or a related field (MBA preferred).
• 10+ years of overall BPO/call centre experience, with at least 5 years in a senior operations/management role.
