Job Summary: The Training and Audit Manager will be responsible for designing and delivering effective training programs and ensuring consistent quality standards across the BPO chat process. This role requires a strong understanding of customer service via chat platforms, keen auditing skills, and the ability to enhance team performance through targeted coaching and continuous improvement initiatives. Key Responsibilities: Training: Design, develop, and deliver onboarding and ongoing training programs for chat support agents. Conduct training needs analysis based on performance reports, quality audits, and business requirements. Prepare training materials, manuals, SOPs, simulations, and assessments tailored to the chat process. Coordinate with operations and quality teams to align training modules with client expectations. Facilitate refresher training and upskilling programs to improve product knowledge, communication, and service delivery. Track training effectiveness through assessments and post-training performance. Quality Audit: Define quality benchmarks and chat audit parameters in alignment with client SLAs. Conduct regular audits of chat transcripts for compliance, accuracy, tone, grammar, response quality, and process adherence. Identify common errors, knowledge gaps, and opportunities for improvement. Provide structured feedback to agents and team leaders through coaching sessions and documented reviews. Maintain and share quality dashboards, audit reports, and improvement plans with stakeholders. Recommend and implement process enhancements based on audit insights. Leadership & Compliance: Manage a team of trainers and quality analysts (if applicable). Collaborate with cross-functional teams to support continuous improvement efforts. Ensure compliance with organizational policies, data protection regulations, and client confidentiality. Participate in internal and external quality reviews and audits. Key Skills & Competencies: In-depth understanding of chat-based customer support in a BPO setting. Strong facilitation and presentation skills. Excellent written and verbal communication. Proficiency in quality audit methodologies and tools. Data-driven decision-making and root cause analysis. Team management and coaching capabilities. Time management and organizational skills. Qualifications: Graduate in any discipline (preferably in Communications, Business Administration, or related fields). Minimum 4–6 years of experience in BPO with at least 2 years in a training or quality role specific to chat processes. Certification in training or quality is an advantage. Send your CV to strategeneinfotech@gmail.com or share the CV via whats app to +91-7440904090 📍 Location: Jabalpur, Madhya Pradesh Show more Show less

About Strategene Infotech Pvt. Ltd.: Strategene Infotech is a leading BPO/KPO services provider based in Jabalpur, Madhya Pradesh, India. We specialize in delivering high-quality, technology-enabled customer support solutions to global clients. Our commitment to operational excellence, continuous innovation, and a people-centric approach has positioned us as a trusted partner in the outsourcing industry. Position Overview: We are seeking an experienced and result-oriented Strategic Operations Manager to lead our Chat Support division. This senior role involves overseeing floor operations, managing performance across multiple teams, and ensuring service delivery meets defined KPIs and quality standards. Key Responsibilities: - Lead day-to-day chat operations to ensure efficient service delivery. - Manage and mentor team leaders, fostering a high-performance culture. - Oversee shift planning, real-time floor monitoring, and performance reviews. - Ensure adherence to SLAs, quality benchmarks, and productivity goals. - Handle operational escalations and implement continuous improvement initiatives. - Generate and analyze reports to identify performance trends and areas for development. Qualifications & Skills: - Minimum 8 years of experience in BPO/KPO operations, with at least 5 years in a managerial role. - Proven expertise in chat support operations and managing large teams. - Strong leadership, coaching, and stakeholder management capabilities. - Ability to work in a fast-paced, high-volume environment. - Proficiency with chat tools, dashboards, and reporting systems. - Flexibility to work in US shifts.

Job Title: Operations Excellence Manager – Chat Support 📍 Location: Jabalpur, Madhya Pradesh 🕒 Job Type: Full-Time | US Shift 📌 Experience: 8+ Years (Minimum 5 years in a managerial role) 🏢 Industry: BPO/KPO – Chat Support 💰 Salary: Competitive | As per Industry Standards About the Role: We’re on the lookout for a dynamic and strategic Operations Excellence Manager to lead our chat support operations and elevate performance across the board. This is a senior-level role responsible for managing the operational floor, ensuring delivery excellence, mentoring team managers, and consistently achieving high customer satisfaction in a fast-paced, high-volume BPO/KPO setup. This is more than a management role—it’s about driving transformation, building high-performing teams, and fostering a culture of continuous improvement. Key Responsibilities: ✅ Oversee day-to-day chat operations to ensure seamless delivery and high-quality service. 👥 Lead and mentor a team of managers and team leaders, driving performance and accountability. 🚀 Manage shift planning, real-time floor operations, and daily performance reviews. 🔧 Address and resolve escalations swiftly and professionally across all levels. 📊 Track SLAs, quality metrics, and productivity KPIs to ensure consistent operational standards. 🧠 Conduct coaching sessions and capability-building workshops to enhance team effectiveness. 📉 Analyse CSAT, performance reports, and operational data to identify improvement areas. 💬 Support agents in resolving complex customer queries, ensuring first-contact resolution. 🏆 Instil a strong culture of performance excellence, process adherence, and team collaboration. What We’re Looking For: 📌 Minimum 8 years of BPO/KPO experience , specifically in chat support operations . 📌 Minimum 5 years in a managerial role , leading large teams and multiple reporting layers. 🔍 Deep understanding of chat-based support processes, SLAs, KPIs, and performance management. 👤 Strong leadership, team coaching, and conflict resolution skills. 📈 Proficiency in using chat support tools, dashboards, and real-time monitoring systems. 💬 Excellent communication and stakeholder management abilities. ⚡ Resilience under pressure with a knack for quick, effective decision-making. Preferred Qualities: 🌐 Experience managing multi-process teams in a 24/7 global support environment. 📊 Strong data orientation and analytical thinking with the ability to turn insights into actions. 🎯 Exposure to performance improvement programs , Lean/Six Sigma practices, or quality frameworks. 🎉 Passion for people development and employee engagement strategies. Why Join Us? At the heart of our success is operational excellence and a people-first mindset . Join us to shape the future of support delivery, lead transformation initiatives, and build high-performing teams that create impact every day. Ready to Lead with Purpose? Apply now and take charge of operational excellence in a thriving, fast-paced environment.

Service delivery Manager– Chat Support (BPO/KPO) Location: Jabalpur Madhya Pradesh Job Type: Full-Time - US Shift Experience Required: 8+ Years (Minimum 5 years in a managerial role)Industry: BPO/KPO – Chat Support. Salary - As per Industry About the Role: We are seeking a dynamic and results-driven Servicr Delivery Manager and oversee our chat support operations. This is a senior-level position responsible for managing the day-to-day functioning of the operations floor, ensuring delivery excellence, coaching team managers, and driving performance across multiple teams. This individual will play a key role in ensuring operational efficiency, service quality, and high customer satisfaction in a fast-paced, high-volume BPO/KPO environment. Key Responsibilities: Lead the day-to-day operations of the chat support floor to ensure smooth execution and high performance. Directly manage team managers, providing mentorship, guidance, and performance oversight. Handle and resolve escalations from team leaders (TLs) and other stakeholders with speed and professionalism. Drive shift planning, daily performance reviews, and real-time floor monitoring. Ensure SLA compliance, quality assurance, and team productivity across all shifts. Conduct regular coaching and training sessions to improve team capability and performance. Support frontline executives with complex/difficult queries and guide them towards resolution. Monitor real-time chat queues and allocate resources effectively. Generate and analyze performance reports, CSAT metrics, and other KPIs to identify areas for improvement. Foster a culture of accountability, continuous improvement, and operational excellence. Requirements: Minimum 8 years of experience in the BPO/KPO industry, specifically in chat support operations. At least 5 years of proven managerial experience, handling large teams and multiple team leaders. Strong understanding of chat support processes, KPIs, SLAs, and customer service excellence. Excellent people management, conflict resolution, and coaching skills. Ability to handle high-pressure situations and make quick, effective decisions. Proficient in using chat tools, reporting dashboards, and real-time monitoring systems. Exceptional communication, leadership, and stakeholder management skills. Preferred Qualities: Experience managing multi-process chat support teams in a 24/7 environment. Data-driven mindset with an ability to analyze trends and derive actionable insights. Exposure to performance improvement initiatives and employee engagement strategies. If you are a strategic leader with a passion for operations excellence and people development, we would love to meet you.

The role of Global Head Operations in Chat Support based in Jabalpur, Madhya Pradesh, requires a minimum of 8 years of experience in BPO/KPO, with at least 5 years in a leadership position. As the Global Head Operations, you will be responsible for managing daily floor operations, mentoring managers, ensuring compliance with SLAs, and driving team performance in a fast-paced BPO/KPO environment. Your key responsibilities will include overseeing daily chat support operations, leading and coaching team managers, ensuring SLAs, quality, and productivity goals are met, handling escalations and supporting complex queries, analyzing performance reports to drive improvements, and fostering a high-performance, accountable team culture. To excel in this role, you should have a strong understanding of KPIs, SLAs, and customer service, along with excellent communication, decision-making, and team management skills. Additionally, experience with chat tools and live monitoring systems will be advantageous. If you are a results-driven professional with a proven track record in BPO/KPO operations and leadership, this opportunity offers a competitive salary based on industry standards and a chance to lead and drive the success of our chat support teams in a dynamic and challenging environment.,

Location : Jabalpur Madhya Pradesh Job Type: Full-Time - US Shift Experience Required: 8+ Years (Minimum 5 years in a managerial role)Industry: BPO/KPO – Chat Support. Salary - As per Industry About the Role: We are seeking a dynamic and results-driven Floor Manager & Head of Operations to lead and oversee our chat support operations. This is a senior-level position responsible for managing the day-to-day functioning of the operations floor, ensuring delivery excellence, coaching team managers, and driving performance across multiple teams. This individual will play a key role in ensuring operational efficiency, service quality, and high customer satisfaction in a fast-paced, high-volume BPO/KPO environment. Key Responsibilities: Lead the day-to-day operations of the chat support floor to ensure smooth execution and high performance. Directly manage team managers, providing mentorship, guidance, and performance oversight. Handle and resolve escalations from team leaders (TLs) and other stakeholders with speed and professionalism. Drive shift planning, daily performance reviews, and real-time floor monitoring. Ensure SLA compliance, quality assurance, and team productivity across all shifts. Conduct regular coaching and training sessions to improve team capability and performance. Support frontline executives with complex/difficult queries and guide them towards resolution. Monitor real-time chat queues and allocate resources effectively. Generate and analyze performance reports, CSAT metrics, and other KPIs to identify areas for improvement. Foster a culture of accountability, continuous improvement, and operational excellence. Requirements: Minimum 8 years of experience in the BPO/KPO industry, specifically in chat support operations. At least 5 years of proven managerial experience, handling large teams and multiple team leaders. Strong understanding of chat support processes, KPIs, SLAs, and customer service excellence. Excellent people management, conflict resolution, and coaching skills. Ability to handle high-pressure situations and make quick, effective decisions. Proficient in using chat tools, reporting dashboards, and real-time monitoring systems. Exceptional communication, leadership, and stakeholder management skills. Preferred Qualities: Experience managing multi-process chat support teams in a 24/7 environment. Data-driven mindset with an ability to analyze trends and derive actionable insights. Exposure to performance improvement initiatives and employee engagement strategies. If you are a strategic leader with a passion for operations excellence and people development, we would love to meet you.

Job Type: Full-Time – US Shift Experience Required: 8+ Years (Minimum 5 years in a managerial role with international chat support) Industry: BPO/KPO About the Role: We're seeking a dynamic and results-driven Floor Manager & Head of Operations to lead and oversee our international chat support operations. This senior-level position requires strong leadership, operational expertise, and a passion for delivering exceptional customer service. Key Responsibilities: Lead day-to-day international chat support operations, ensuring high-quality service and adherence to global standards Manage and mentor team managers to foster high performance Handle escalations and deliver quick, professional resolutions Drive effective shift planning, real-time floor monitoring, and SLA adherence Analyze performance metrics and KPIs to identify opportunities for growth Deliver ongoing coaching, training, and performance reviews Foster a culture of accountability, quality, and operational excellence Requirements: 8+ years in BPO/KPO chat support operations 5+ years in managerial roles leading large teams and multiple team leaders Must have prior experience managing international BPO chat support operations (domestic-only experience will not qualify) Strong understanding of global chat KPIs, SLAs, and customer service benchmarks Exceptional leadership, coaching, and conflict-resolution skills Able to make sound decisions under pressure and manage escalations with professionalism Proficient in chat platforms, CRM systems, and performance dashboards

Job Type: Full-Time – US Shift Experience Required: 8+ Years (Minimum 5 years in a managerial role with international chat support) Industry: BPO/KPO About the Role: We're seeking a dynamic and results-driven Floor Manager & Head of Operations to lead and oversee our international chat support operations. This senior-level position requires strong leadership, operational expertise, and a passion for delivering exceptional customer service. Key Responsibilities: Lead day-to-day international chat support operations, ensuring high-quality service and adherence to global standards Manage and mentor team managers to foster high performance Handle escalations and deliver quick, professional resolutions Drive effective shift planning, real-time floor monitoring, and SLA adherence Analyze performance metrics and KPIs to identify opportunities for growth Deliver ongoing coaching, training, and performance reviews Foster a culture of accountability, quality, and operational excellence Requirements: 8+ years in BPO/KPO chat support operations 5+ years in managerial roles leading large teams and multiple team leaders Must have prior experience managing international BPO chat support operations (domestic-only experience will not qualify) Strong understanding of global chat KPIs, SLAs, and customer service benchmarks Exceptional leadership, coaching, and conflict-resolution skills Able to make sound decisions under pressure and manage escalations with professionalism Proficient in chat platforms, CRM systems, and performance dashboards