Operations Manager

Job Summary

Operations Manager

operations management, people leadership, performance management, client handling, KPI/SLA governance, process improvement, and business delivery

Key Responsibilities

• Manage and oversee day-to-day operations across

  Collections, Sales, and Customer Support

  processes.
• Drive achievement of business and operational targets through effective planning, monitoring and execution.
• Monitor key performance metrics including

  KPI, KRA, SLA, AHT, Productivity, Quality, Attendance, Shrinkage, Attrition, and Service Levels

  .
• Lead and develop

  Assistant Managers, Team Leaders, and frontline teams

  , ensuring strong performance and accountability.
• Conduct regular performance reviews and implement

  RCA and action plans

  for gaps and underperformance.
• Monitor

  Bottom Quartile (BQ)

  performance and drive structured improvement plans.
• Ensure effective manpower utilization, productivity, and operational efficiency across processes.
• Identify process gaps and implement

  process improvement and performance enhancement initiatives

  .
• Work closely with

  HR, Quality, Training, MIS/WFM and other support functions

  for smooth operational delivery.
• Drive employee engagement, retention, attendance, and attrition-control initiatives.
• Ensure adherence to

  SOPs, process guidelines, compliance requirements, and client expectations

  .
• Handle client interactions, escalations, performance reviews, and business discussions.
• Prepare and review operational reports, dashboards, and MIS for management review.
• Identify operational risks and proactively implement corrective and preventive measures.
• Ensure timely execution of management priorities and maintain strong ownership of business deliverables.

Key Skills & Competencies

• Strong

  BPO Operations Management

  experience
• Exposure to

  Collections, Sales and/or Customer Support

  processes
• Strong understanding of

  KPI, KRA, SLA, AHT, Productivity, Quality, Shrinkage, Attrition and BQ

• Excellent

  People Management and Leadership

  skills
• Strong knowledge of

  RCA, Performance Management and Process Improvement

• Client handling and escalation management
• Strong analytical, decision-making and problem-solving abilities
• Excellent communication and presentation skills
• Ability to manage large teams and multiple functions
• Strong ownership, accountability, and execution capability
• Ability to work in a

  target-driven and fast-paced BPO environment

Eligibility

• 10+ years of relevant BPO experience

  , with significant experience in an Operations Manager / equivalent leadership role.
• Experience managing

  large teams and multiple operational functions

  will be preferred.
• Candidates with experience across

  Collections, Sales, Customer Support, or other voice-based BPO operations

  are preferred.
• Strong exposure to

  target-driven operations and performance management

  .
• Candidates should demonstrate

  leadership maturity, business ownership, strategic thinking, and the ability to independently manage operations

  .
• Willingness to work from

  Rourkela, Odisha

  .