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Amasa Outsourcing
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Operation Manager

Operation Manager

Amasa Outsourcing

5 - 31 years

5 - 9 Lacs

khandeshwar panvel

Posted:1 day ago| Platform: Apna logo

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Skills Required

support reports management chat schedule planning compliance drive efficiency reporting escalation coaching engagement data security leadership optimization communication crm

Work Mode

On-site

Job Type

Full Time

Job Description

Position: Operations Manager Department: Operations (BPO/Customer Support) Reports to: Director / Senior Management Key Responsibilities: ● Manage day-to-day BPO operations (chat, voice, email, or blended processes). ● Ensure achievement of SLA/KPI targets including AHT, CSAT, FCR, and quality scores. ● Workforce management – schedule planning, roster management, leave planning. ● Monitor team leaders and agents to ensure performance, productivity, and compliance. ● Drive process improvements, standard operating procedures, and efficiency. ● Collaborate with clients for regular reviews, reporting, and escalation management. ● Conduct performance evaluations, coaching, and employee engagement. ● Handle crisis management, escalation handling, and issue resolution. ● Maintain compliance with data security, HR, and client policies. ● Prepare weekly/monthly MIS reports for management and clients. Qualifications & Skills: ● Bachelor’s degree (MBA preferred). ● 5+ years’ experience in BPO/Outsourcing operations, with at least 2 years in a leadership role. ● Strong people management, client handling, and process optimization skills. ● Excellent communication and problem-solving ability. ● Knowledge of CRM, workforce management tools, and quality frameworks.

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Operation Manager