Senior Operation Manager

JOB SUMMARY

We are seeking an experienced and strategic Senior Operations Manager to lead and oversee large-scale BPO operations. This role requires a high-performing individual who can drive operational excellence, manage multiple teams or projects, ensure client satisfaction, and align operations with business objectives.

KEY RESPONSIBILITIES

• Lead end-to-end delivery of BPO operations across multiple functions voice
• Develop and execute strategic plans to ensure operational efficiency, service excellence, and profitability.
• Manage a team of Operations Managers, Team Leaders, and support staff.
• Ensure adherence to SLAs, KPIs, and client expectations through continuous performance monitoring.
• Drive process improvements, automation initiatives, and cost optimization efforts.
• Serve as the primary escalation point for client concerns, ensuring prompt and effective resolutions.
• Collaborate with clients and internal stakeholders to understand goals and deliver superior service outcomes.
• Analyze performance data, identify trends, and implement data-driven improvements.
• Oversee hiring, training, and development of operations personnel in line with growth plans.
• Ensure compliance with organizational policies, industry regulations, and client-specific standards.

REQUIREMENT

• Bachelor’s degree in Business, Management, or a related field (MBA preferred).
• Minimum of 8+ years in BPO operations, with at least 3-4 years in a senior leadership or multi-team management role.
• 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).

• Age between Minimum 35 and the maximum upto 45 years
• Salary upto 12LPA