Operations Manager

Job Title: BPO Operations Manager

Location: Mohali, Punjab
Experience Required: 4+ Years in BPO Operations Management
Job Type: Full-Time / On-site

About the Role

We are looking for an experienced and performance-driven BPO Operations Manager to lead our operations team in Mohali. The ideal candidate will have strong leadership skills, a deep understanding of BPO processes, and the ability to build highly efficient, customer-focused teams.

Key Responsibilities Operational Management

• Oversee day-to-day operations to ensure smooth process delivery and service levels.
• Track, analyze, and report operational metrics.
• Ensure adherence to client KPIs and contractual requirements.
• Optimize workflows and implement best practices for improved efficiency.

Team Leadership

• Lead, mentor, and motivate team leaders, SMEs, and agents.
• Conduct performance reviews and provide coaching/action plans.
• Manage shift planning, attendance, and workforce allocation.

Client & Stakeholder Management

• Act as the primary point of contact for clients regarding operational updates.
• Participate in business reviews and provide performance insights.
• Collaborate with cross-functional teams (QA, Training, WFM, HR).

Quality & Compliance

• Ensure compliance with internal and client-defined processes.
• Drive quality improvement initiatives and reduce operational errors.
• Monitor compliance with company policies, security guidelines, and data protection standards.

Process Improvement

• Identify gaps and propose data-driven solutions.
• Implement continuous improvement strategies using Lean/Six Sigma principles (preferred).
• Drive automation opportunities and cost optimization initiatives.

Required Skills & Qualifications

• 4+ years of relevant experience in BPO Operations Management.
• Strong understanding of call center/BPO metrics, processes, and SLAs.
• Excellent communication, leadership, and team management skills.
• Proficiency in reporting and data analysis (Excel, dashboards, CRM tools).
• Experience managing mid-to-large teams (50+ seats preferred).
• Ability to work in a fast-paced, target-driven environment.
• Flexible to work in rotational shifts (if required).

Preferred Qualifications

• Experience in voice or non-voice processes.
• Knowledge of Workforce Management tools.

What We Offer

• Competitive salary and performance incentives.
• Opportunities for career growth and leadership development.
• A collaborative and energetic work environment.

Just tell me! recruitment@yellowstonexps.com

Job Type: Full-time

Pay: ₹25,000.00 - ₹40,000.00 per month

Location:

• Mohali, Punjab (Required)

Work Location: In person