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Full Time
Job Title: Operations Manager BPO
Company: Globiva
Location: Gurgaon, Haryana
Experience: 25 Years as a Operation Manager
Industry: BPO
Company Overview:
Globiva is a leading provider of Business Process Management services, delivering best-in-class customer experiences for global clients across industries. We pride ourselves on innovation, operational excellence, and a strong commitment to quality.
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Job Description:
We are seeking a dynamic and experienced Operations Manager to lead and manage our BPO operations team in Gurgaon. The ideal candidate will be responsible for ensuring efficient day-to-day operations, meeting client SLAs, enhancing productivity, and driving team performance in alignment with business objectives.
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Key Responsibilities:
Manage day-to-day operations of multiple BPO teams, ensuring adherence to service level agreements (SLAs) and KPIs.
Drive operational performance and process improvements to ensure customer satisfaction and business profitability.
Lead, mentor, and manage Team Leaders, QA, and front-line staff to maintain high team engagement and output.
Coordinate with clients and internal stakeholders to understand requirements and deliver results.
Monitor and analyze operational metrics and take corrective actions as needed.
Prepare and present performance reports to senior management and clients.
Implement strategies for workforce management, training, and employee retention.
Ensure compliance with company policies, procedures, and quality standards.
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Key Requirements:
2–5 years of proven experience as an Operations Manager or similar role in the BPO industry.
Strong understanding of call center metrics, workforce planning, and performance management.
Excellent people management, leadership, and communication skills.
Ability to work in a fast-paced, dynamic environment.
Proficiency in MS Excel, reporting tools, and CRM/Call Center software.
Strong problem-solving and decision-making abilities.
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Globiva
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