Operations Manager

Job Summary:

Operations Manager

Key Responsibilities

• Manage and oversee end-to-end operations of one or more BPO processes (voice, chat, email, or blended).
• Lead a team of Assistant Managers, Team Leaders, and Associates to meet operational goals.
• Ensure SLA adherence, quality metrics, and client expectations are consistently met.
• Analyze operational performance reports (AHT, CSAT, FCR, Productivity, Attrition, etc.) and take corrective actions.
• Drive continuous process improvement through lean practices and automation where applicable.
• Conduct regular reviews with internal teams and external stakeholders/clients.
• Handle escalations and ensure timely resolution of customer and client issues.
• Collaborate with QA, Training, and Workforce Management teams for staffing, skill development, and performance optimization.
• Recruit, train, and retain a high-performing workforce aligned with business goals.
• Ensure compliance with all internal policies and external regulations.

Key Requirements

• Experience

  : 7-10 years in BPO/telecom operations, with at least 2-3 years in a managerial role (Ops Manager / Senior AM).

• Education

  : Graduate in any discipline (MBA or PG in Operations/Management is a plus).

• Process Type

  : Domestic / International voice or non-voice processes (Telecom/BPO)

• Skills

  :
• Strong people management and leadership capabilities.
• Deep understanding of operational metrics and performance KPIs.
• Excellent communication and stakeholder management skills.
• Analytical mindset with decision-making ability under pressure.
• Familiarity with BPO tools like CRM systems, dialers, WFM software, etc.
• Proficient in MS Excel, PowerPoint, and reporting tools.

Email - faraz.anwar@cogenthubcx.ai

Contact - 7980124030