Operations Manager

Role & responsibilities

• Collaborate with Client Partner teams to update and refine policies in alignment with evolving organizational and employee needs.
• Track and drive key performance metrics such as Service Levels (SL), Average Handle Time (AHT), Quality Scores, CSAT, First Contact Resolution (FCR), and Productivity.
• Manage shrinkage and proactively address attrition through workforce analytics, engagement plans, and structured feedback loops.
• Lead performance management processes including regular reviews, PIP planning, and career pathing.
• Drive continuous process improvement initiatives to increase efficiency and optimize resources.
• Coordinate with HR, Training, Quality, WFM, and other support functions to ensure smooth day-to-day operations and quick issue resolution.
• Act as the escalation point for operational, employee, or policy-related concerns from frontline managers and clients.
• Ensure compliance with internal policies, client expectations, and legal obligations.
• Partner with clients to deliver actionable insights and innovations that add value beyond standard KPIs.
• Participate in client calls and represent business health, action plans, and risk mitigations confidently.
• Identify revenue or efficiency improvement opportunities and build business cases where applicable.
• The person should possess strong data-driven approach to performance and people metrics.
• They should possess excellent interpersonal and stakeholder management skills.
• Should be proficient in MS Excel, dashboards, and reporting tools.
• Experience in a BPO or services environment.

Preferred candidate profile

• Graduate / Post Graduate
• Min 5-6 years experience in International Process
• Comfortable working in Night shifts
• Excellent communication skills