AGM Operations (Call Centre)

Job Title: AGM Operations (Call Centre)

Key Responsibilities:

• Lead voice operations in Noida, managing Team Managers and support staff.
• Oversee 100+ FTEs across business clusters, ensuring alignment with goals.
• Ensure SLAs are consistently met and performance targets achieved.
• Identify gaps and implement action plans based on weekly/monthly reviews.
• Ensure compliance with processes, regulations, and audit requirements.
• Conduct regular audits and promote process awareness on the floor.
• Drive performance through goal setting, coaching, and career development.
• Analyze MIS/data to identify trends and suggest operational improvements.
• Manage attrition and coordinate with HR for timely backfills.
• Create strategic plans to meet client needs and market trends.
• Oversee performance, compensation, and employee recognition programs.
• Conduct daily huddles to address operational issues and priorities.
• Collaborate with support teams to meet internal SLAs and compliance.
• Handle disciplinary matters and provide support in HR documentation.
• Motivate teams with clear, achievable goals aligned to business objectives.

Qualifications:

• Graduate in any discipline (MBA preferred).
• 7+ years of experience in BPO operations, including managing large voice operations in a leadership role.
• Outbound BPO Operations Management experience will be highly preferred.
• Proven expertise in managing large teams (100+ FTEs) and multiple stakeholders.
• Strong knowledge of performance management systems, compliance requirements, and quality frameworks.
• Exceptional communication, analytical, and leadership skills.
• Experience in handling process improvements, client escalations, and SLA delivery in a high-performance environment.