Senior Operations Manager – Call Centre / BPO Operations

Job Title: Senior Operations Manager – Call Centre / BPO Operations

Experience:

Location:

Notice Period: Immediate Joiner

About The Role

Senior Operations Manager

call centre/BPO operations management

Key Responsibilities

• Lead and manage day-to-day operations across multiple call centre/BPO processes (voice, non-voice, inbound, outbound, back-office).
• Drive operational excellence by monitoring KPIs, SLAs, and client deliverables while ensuring high-quality service delivery.
• Manage and mentor Team Leaders, Operations Managers, and large teams of associates to achieve performance goals.
• Partner with clients, stakeholders, and internal teams to ensure business alignment and customer satisfaction.
• Implement process improvements, cost optimization, and automation initiatives to enhance efficiency and productivity.
• Handle escalations, workforce planning, capacity management, and rostering to ensure smooth operations.
• Conduct regular business reviews and provide data-driven insights and reports to senior leadership and clients.
• Drive employee engagement, retention, and performance management strategies to build high-performing teams.
• Ensure compliance with organizational policies, regulatory requirements, and quality standards.
  

Key Skills & Competencies

• 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

• Bachelor’s degree in Business Administration, Operations, or a related field (MBA preferred).
• 10+ years of overall BPO/call centre experience, with at least 5 years in a senior operations/management role.