Operations Manager-BPO Customer Service

Operations Manager BPO Customer Service

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Experience:

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Key Responsibilities

• Lead daily customer service operations across voice, email, chat, social, and back-office channels as per client scope.
• Own operational performance against SLAs including service level, ASA, abandonment rate, AHT, FCR, quality, NPS, productivity, and schedule adherence.
• Manage Team Leaders, Quality Analysts, Trainers, WFM partners, and frontline associates to ensure consistent delivery of business outcomes.
• Conduct performance reviews, coaching sessions, skip-level connects, and implement action plans to drive improvement.
• Handle client communication, business reviews, escalations, issue resolution, and operational reporting with accuracy and professionalism.
• Partner with WFM to forecast volumes, plan staffing, manage shrinkage, and ensure adequate coverage across shifts.
• Drive process improvement initiatives to reduce defects, enhance customer experience, increase efficiency, and optimize cost of delivery.
• Collaborate with Quality and Training teams to identify knowledge gaps, strengthen calibration, improve compliance, and build customer-centric behaviors.
• Ensure adherence to company policies, client requirements, data security standards, and regulatory guidelines.
• Build a positive, inclusive, and performance-driven culture focused on accountability, engagement, retention, and career development.

Required Qualifications

• Bachelors degree in any discipline.
• 8–12 years of experience in BPO, contact center, customer service, or operations management.
• Minimum 3–5 years of people management experience, preferably handling Team Leaders or Supervisors.
• Strong exposure to international client processes and customer service delivery.
• In-depth understanding of contact center metrics, workforce planning, quality frameworks, and performance management practices.
• Proficiency in MS Excel, PowerPoint, reporting dashboards, and contact center platforms.
• Excellent communication, stakeholder management, analytical thinking, problem-solving, and decision-making skills.
• Flexibility to work in rotational shifts, extended hours, or weekends as per business requirements.

Interested candidates can mail their CV to: