Asst. Manager - Operations

Job Title: Operations Manager

Department: Operations

Location: Bhopal

Experience Required: 1–2 years as Assistant Manager / Manager (BPO or similar domain preferred)

Job Summary:

The Operations Manager will be responsible for overseeing day-to-day operations, ensuring delivery quality, managing client relationships,

and driving performance through data-driven decision-making. The role requires strong expertise in Advanced Excel, operations reporting,

quality monitoring, training coordination, and team leadership.

Key Responsibilities:

Operations & Performance Management

• Manage end-to-end operations to achieve process KPIs, SLAs, and client expectations.

• Monitor team performance, identify gaps, and implement corrective action plans.

• Coordinate with cross-functional teams (HR, Quality, Training, MIS, etc.) for smooth workflow execution.

Client & Stakeholder Management

• Act as a single point of contact for clients regarding performance updates, reporting, and escalations.

• Conduct weekly/monthly business reviews with clients and management.

• Build and maintain strong client relationships through proactive communication.

Reporting & Data Analysis

• Prepare and publish daily, weekly, and monthly operation performance dashboards using Advanced Excel.

• Analyze data trends, shrinkage, productivity, revenue leakage, and provide actionable insights.

• Create MIS and business summary reports for internal and external stakeholders.

Quality & Training Coordination

• Coordinate with Quality & Training teams to ensure process accuracy and continuous performance improvement.

• Monitor audit scores, feedback, and implement training needs based on performance gaps.

• Drive a culture of quality, compliance, and process excellence.

Team Leadership

• Lead, mentor, and motivate team members to achieve individual and process-level targets.

• Conduct coaching sessions, performance reviews, and skill development activities.

• Foster a positive, disciplined, and performance-driven work environment.

Required Skills & Competencies

✅ Advanced Excel (Pivot, VLOOKUP, XLOOKUP, Power Query, Dashboarding, MIS)

✅ Strong knowledge of Quality, Training, and Operations processes

✅ Client handling & communication skills

✅ Data analysis & reporting expertise

✅ Leadership, problem-solving, and decision-making ability

✅ Ability to work under pressure and manage multiple tasks

Eligibility & Qualifications

• Bachelor’s degree (MBA preferred but not mandatory)

• 1–2 years’ experience as Assistant Manager / Manager (preferably in BPO / outsourcing / operations domain)

• Knowledge of process SLAs, workforce planning, and performance management

Salary Range: Up to 5 LPA

Employment Type: Full Time

Job Types: Full-time, Permanent

Pay: ₹35,000.00 - ₹40,000.00 per month

Benefits:

• Provident Fund

Education:

• Bachelor's (Required)

Language:

• English (Required)

Work Location: In person