Senior Operations Manager

As a Senior Operations Manager at our company in Raipur, you will play a crucial role in leading and managing day-to-day operations in call centre/BPO processes, ensuring operational excellence, and driving business outcomes. Your responsibilities will include: - Leading and managing day-to-day operations across multiple call centre/BPO processes (voice, non-voice, inbound, outbound, back-office). - Driving operational excellence by monitoring KPIs, SLAs, and client deliverables while ensuring high-quality service delivery. - Managing and mentoring Team Leaders, Operations Managers, and large teams of associates to achieve performance goals. - Partnering with clients, stakeholders, and internal teams to ensure business alignment and customer satisfaction. - Implementing process improvements, cost optimization, and automation initiatives to enhance efficiency and productivity. - Handling escalations, workforce planning, capacity management, and rostering to ensure smooth operations. - Conducting regular business reviews and providing data-driven insights and reports to senior leadership and clients. - Driving employee engagement, retention, and performance management strategies to build high-performing teams. - Ensuring compliance with organizational policies, regulatory requirements, and quality standards. Key Skills & Competencies required for this role: - Strong experience in BPO/call centre operations management (domestic or international). - Demonstrated ability to handle large-scale teams (200+ FTEs) with multiple process lines. - Excellent understanding of workforce management, quality frameworks, and customer experience metrics. - Strong communication, client management, and stakeholder engagement skills. - Analytical mindset with expertise in data-driven decision-making, MIS reporting, and process optimization. - Hands-on experience with call centre tools/CRM, WFM solutions, and reporting dashboards. - Ability to work in a fast-paced, high-pressure environment while driving continuous improvement. Qualifications required: - Bachelor's degree in Business Administration, Operations, or a related field (MBA preferred). - 3+ years of overall BPO/call centre experience, with at least 2-3 years in a senior operations/management role. This is a full-time, permanent position located in Raipur, with the opportunity to contribute to the growth and success of our call centre/BPO operations.,