Operations Bpo Manager

Job Description

Operations Manager - International Chat Process We are seeking a highly motivated and experienced Operations Manager to lead our International Voice Process operations in Baroda, Pune & Mumbai. This critical role demands a proven leader with a strong background in managing large teams within a BPO environment, specifically handling international voice processes and chat processes. The ideal candidate will be adept at driving operational excellence, achieving client SLAs, maximizing revenue generation, and fostering a positive and high-performing work culture. You will be responsible for managing a team of Team Leaders, Assistant Managers, and Deputy Managers, ensuring the delivery of exceptional service and the achievement of key performance metrics. Role & responsibilities Analyze and maintain all Client Service Level Agreements (SLAs), proactively identifying and implementing improvement plans to exceed client expectations. - Cultivate and maximize strong relationships with client partners, serving as a key point of contact for operational matters. - Attend business reviews with the client, presenting performance data and strategic initiatives. - Maximize revenue generation by effectively managing operational costs and contributing to long and short-term financial projects. - This includes meticulous data collection for billable/non-billable hours, accurate forecasting, and active participation in the budgeting process. - Select, train, develop, and effectively manage the performance of direct reports (Team Leaders, Assistant Managers, Deputy Managers) and their respective teams. - This encompasses planning and assigning work, setting clear expectations, providing regular feedback, and ensuring adherence to the organizations policies and legal requirements. - Conduct regular one-on-one meetings to review individual and team performance, providing ongoing developmental coaching and guidance. - Manage and meticulously review critical operational reports, including Attendance adherence, Performance Feedback (PFP), Client scorecards, and comprehensive Metrics management reports. - Analyze trends, identify areas for improvement, and implement effective strategies to enhance performance across all key metrics. - Provide strong leadership and clear guidance to direct reports to ensure the consistent administration of company policies and standards. - Define and implement any necessary corrective actions to address performance gaps and ensure operational targets are consistently met. - Foster a positive and engaging work environment that motivates and retains top talent. - Proactively address and resolve employee relations issues in a professional and timely manner, ensuring a fair and equitable workplace. - Actively participate in cross-functional meetings involving operational support functions such as Training, HR, Quality, Workforce Management (WFM), and Talent Acquisition (TA). - Effectively review information received, collaborate to define robust action plans, and drive continuous improvement initiatives across the operation. Preferred candidate profile Bachelor's or Master's degree in a related field is preferred. - Minimum of 5+ years of overall experience. - Proven experience working in an International Voice Process within a BPO setting. - Minimum 1+ year of experience as an Operations Manager with demonstrable success in managing teams and achieving operational targets. - Must have held the role of "Ops Manager On papers" in a BPO organization. - Preferred: More than eight years of overall experience with at least two years of progressive management experience. - Demonstrated deep understanding and ability to effectively manage and improve key operational metrics. - Proven ability to coach and develop action plans that maximize individual and team performance, providing effective and constructive feedback. - Demonstrated ability to analyze existing work processes, identify inefficiencies, and implement effective improvements. - Willingness to work a flexible schedule to meet the demands of a 24/7 international operation. - Qualification: Graduate / Postgraduate