Senior Operation Manager

As a Senior Operations Manager at our organization, you will be responsible for leading and overseeing large-scale BPO operations. Your role will involve driving operational excellence, managing multiple teams or projects, ensuring client satisfaction, and aligning operations with business objectives. Your key responsibilities will include leading end-to-end delivery of BPO operations across multiple functions, developing and executing strategic plans for operational efficiency, managing a team of Operations Managers, Team Leaders, and support staff, ensuring adherence to SLAs, KPIs, and client expectations, driving process improvements and cost optimization efforts, and serving as the primary escalation point for client concerns. In addition, you will collaborate with clients and internal stakeholders to understand goals and deliver superior service outcomes, analyze performance data to identify trends and implement data-driven improvements, oversee hiring, training, and development of operations personnel, and ensure compliance with organizational policies, industry regulations, and client-specific standards. To be successful in this role, you should have a Bachelor's degree in Business, Management, or a related field (MBA preferred), a minimum of 8+ years of experience in BPO operations with at least 3-4 years in a senior leadership or multi-team management role, a deep understanding of BPO operations (domestic/international, voice, inbound/outbound), strong analytical, organizational, and decision-making skills, exceptional client relationship management and stakeholder communication abilities, proficiency in reporting tools, workforce management, and CRM systems, familiarity with Six Sigma, Lean, or other process improvement methodologies (certification preferred), and be between the age of 35 to 45 years. If you are looking for a challenging role that offers a salary of up to 12LPA and the opportunity to make a significant impact in the BPO industry, we encourage you to apply for this position.,