Manager / Senior Manager – Operations (BPO)

Job Description:
Vision Spark Group is hiring an experienced Operations Manager / Senior Manager to lead large-scale BPO operations across domestic and international processes.

Responsibilities:

• Lead and manage BPO operations and achieve KPIs, SLAs, CSAT, productivity and revenue targets
• Mentor Team Leaders, Assistant Managers and frontline staff
• Monitor daily, weekly and monthly performance and drive improvements
• Handle workforce management, capacity planning and resource utilization
• Improve process efficiency and optimize costs
• Identify performance gaps and implement corrective action plans
• Manage client escalations, business reviews and stakeholders
• Ensure compliance with company policies and quality standards
• Build leadership pipelines and a high-performance culture

Requirements:

• Experience in BPO / Customer Experience operations
• Experience managing large teams and multiple processes
• Knowledge of KPIs, SLAs, CSAT, AHT, shrinkage and attrition
• Strong leadership, analytical and stakeholder management skills
• Good client-handling and decision-making skills
• Stable career history with proven achievements

Pay: ₹15,000.00 - ₹59,000.00 per month

Benefits:

• Cell phone reimbursement
• Commuter assistance
• Flexible schedule

Education:

• Higher Secondary(12th Pass) (Preferred)

Work Location: Hybrid remote in Gurugram, Haryana