Operations Manager

We are seeking an experienced Operations Manager to oversee and enhance our BPO operations in Maharashtra. The ideal candidate will have a strong background in managing operational processes, ensuring high levels of client satisfaction (CSAT), and driving performance improvements across various metrics. As an Operations Manager, you will be responsible for leading a team, managing key performance indicators (KPIs), and implementing strategies to reduce attrition and improve employee engagement.

Key Responsibilities:

• Oversee daily operations and ensure adherence to service level agreements (SLAs).
• Manage and improve operational performance through effective performance management and process improvement initiatives.
• Handle client management and maintain strong relationships with stakeholders to ensure satisfaction and retention.
• Lead escalation management processes to resolve issues promptly and effectively.
• Monitor and analyze operational metrics, including average handling time (AHT), quality scores, and other KPIs to drive continuous improvement.
• Foster a positive work environment that encourages employee engagement and development.
• Collaborate with cross-functional teams to align operational strategies with business goals.

Required Skills:

• Proven experience in BPO operations management.
• Strong understanding of performance management and process improvement methodologies.
• Excellent client management and communication skills.
• Ability to analyze data and derive actionable insights.
• Strong leadership skills with a focus on team development and engagement.
• Familiarity with KPIs, SLAs, and operational metrics relevant to the BPO industry.

If you are a results-driven professional with a passion for operational excellence and team leadership, we invite you to apply for this exciting opportunity.