Strategic Operations Manager

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.