Operations Manager

Job Title: Operations Manager (BPO)

Location: Noida

Employment Type: Full-Time

Experience Level: 8+ Years

Job Summary

We are seeking a high-performing Operations Manager to lead our Tele-Sales division. You will be responsible for overseeing daily operations, ensuring all Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are met, and driving process improvements through data-driven insights and AI-integrated workflows.

Key Responsibilities

•⁠ ⁠Performance Management: Monitor real-time service levels and ensure the team consistently hits targets (CSAT, AHT, FCR, and Quality scores).

•⁠ ⁠Leadership: Directly manage a team of Team Leaders and 50+ frontline associates; foster a culture of professional growth and high engagement.

•⁠ ⁠Client Relations: Act as the primary point of contact for clients, leading weekly performance reviews and strategic business updates.

•⁠ ⁠Operational Excellence: Identify bottlenecks in processes and implement automation or lean methodologies to improve efficiency.

•⁠ ⁠Compliance: Ensure 100% adherence to guidelines the Client

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Required Qualifications

•⁠ ⁠Education: Bachelor’s degree in Business, Management, or a related field (MBA preferred).

•⁠ ⁠Experience: Minimum of 8 years in the BPO industry, with at least 2 years in a mid-to-senior management role.

•⁠ ⁠Skills: Proficiency in CRM software, workforce management tools, and advanced MS Excel.

•⁠ ⁠Soft Skills: Exceptional English communication, conflict resolution, and the ability to thrive in a high-pressure, 24/7 environment.

What We Offer

• •⁠ ⁠Competitive salary and performance-linked bonuses.