Operations Manager

Hiring: Operations Manager International BPO Process

We are looking for an experienced Operations Manager to lead our International BPO operations and drive operational excellence.

Location: AIHP Signature, Sector 18, Udyog Vihar, Gurugram, Haryana
Work Mode: Work from Office
Working Days: 5 Days a Week
Shift: Rotational Night Shifts
Week Offs: 2

Job Responsibilities:

• Manage end-to-end International BPO operations.
• Lead and mentor a team of 200+ FTEs, including Team Leaders, QA, and support functions.
• Ensure SLA, KPI, productivity, and quality targets are consistently achieved.
• Drive performance improvement through data analysis and corrective action plans.
• Handle forecasting, budgeting, and operational cost optimisation.
• Build and maintain strong relationships with international clients.
• Conduct client reviews, performance reporting, and stakeholder management.
• Oversee workforce planning in coordination with WFM, HR, Quality, and Training teams.
• Drive employee engagement, performance management, and operational efficiency.

Eligibility:

• 10+ years of overall experience in the BPO industry.
• Minimum 5+ years of experience as an Operations Manager handling International Processes.
• Strong experience in metrics-driven operations.
• Must have managed a team size of 200+ employees.
• Hands-on experience in client management, reporting, and performance reviews.
• Experience managing global operational hours and international stakeholders.
• Stable career history with good tenure in previous organisations.
• Excellent leadership, communication, and stakeholder management skills.