Operation Manager BPO

Profile- Operation Manager

Location- Karol Bagh, New Delhi-110005

Company Name- Atiya Healthcare Pvt.Ltd

Lead and manage day-to-day BPO operations across customer support and sales (inbound/outbound voice or chat), ensuring high-quality service delivery, SLA adherence, revenue growth, and continuous process improvement.

Key Responsibilities.

• Manage 100+ voice agents oversee scheduling in a fast pace environment.
• Ensure SLA/KPI compliance (AHT, CSAT, FCR, NPS), analyze dashboards, and drive corrective actions.
• Maintain operational excellence through robust QA standards and escalation frameworks.

B. Sales & Support

• Design and optimize sales/upsell workflows (scripts, call flows, conversion training).
• Track metrics (conversion rate, revenue per call), forecast performance, and drive revenue.
• Collaborate with sales and marketing to align customer experience with revenue goals.

C. Team Leadership & Development

• Foster high engagement, resolve employee issues, and minimize attrition.

D. Process Improvement & Cross‑Functional Coordination

• Create/improve SOPs and workflows; implement automation and Lean/COPC practices.
• Coordinate with Training, Quality, WFM, HR, and IT to execute operational strategies.

E. Stakeholder Management

• Prepare and present performance reports, forecasts, and improvement plans.
• Required Qualifications & Skills
• Bachelor's degree in Business, Operations, or related field.
• 7–10+ years in BPO operations, with at least 2 years in a leadership role; experience across voice & non-voice is essential.
• Proven track record in managing SLAs, metrics, and operational excellence.
• Expertise in sales/upsell processes—script creation, conversion metrics, data-driven strategies.
• Strong analytical skills (Excel, BI tools), CRM/dialer familiarity, and budget oversight.
• Excellent leadership, conflict resolution, and communication skills.
• Experience in process improvement (Six Sigma, Lean, COPC) is a plus.

Preferred Attributes

• Startup-style mindset—able to build and scale from the ground up.
• Client-facing experience with strong relationship and stakeholder management skills.
• Previous success in implementing tech-driven efficiencies and team-enablement tools.

Performance Metrics (KPIs)

• Service: SLA attainment, CSAT, AHT, FCR/NPS
• Sales: Call conversion, revenue uplift, upsell rates
• Ops: Attrition, QA compliance, cost per transaction

BPO industry is must.

Interested candidates can call on 8527001809 HR Mamta

Job Type: Full-time

Pay: ₹40,000.00 - ₹90,000.00 per month

Schedule:

• Day shift

Work Location: In person