Operations Manager

Role and Key Responsibilities:

• Monitor and manage client Service Level Agreements (SLAs); proactively identify gaps and implement improvement plans.
• Drive revenue growth by managing billable hours, forecasting, budgeting, and identifying opportunities for upselling.
• Lead, coach, and develop Team Leaders and their teams—ensuring high performance, engagement, and alignment with business goals.
• Review and act on operational reports (e.g., attendance, client scorecards, performance metrics) to maintain service quality.
• Build and nurture strong relationships with client stakeholders; represent the business in client reviews and strategic discussions.
• Provide clear direction and support to teams, ensuring consistent application of company policies and performance standards.
• Conduct regular one-on-one sessions with direct reports to review performance, provide feedback, and support career development.
• Foster a positive and inclusive work environment through active employee engagement and timely resolution of people-related issues.
• Collaborate with cross-functional teams (Training, HR, Quality, WFM, Talent Acquisition) to drive continuous improvement.
• Stay agile to evolving business needs—evaluate staffing requirements and make necessary adjustments in consultation with BD and client teams.
• Take ownership of outcomes and maintain a proactive, solution-oriented mindset.
  

Key Skills and knowledge:

• Minimum 5 years of experience in the BPO industry, with at least 2 years in a voice process.
• 1+ year of experience in an Operations Manager role, preferably in telecom.
• Strong customer service orientation with proven upselling and cross-selling capabilities.
• Excellent communication skills—both verbal and written.
• Demonstrated ability to lead, coach, and inspire teams to achieve goals.
• Analytical mindset with problem-solving skills and a focus on process improvement.
• Ability to manage multiple priorities in a fast-paced, deadline-driven environment.
• Comfortable working under pressure while maintaining professionalism.
• Experience in performance management, employee engagement, and conflict resolution.
• Willingness to work flexible hours based on business needs.
• Associate’s degree or higher in a relevant field (preferred).
  

Educational Qualification :

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