Manager : Operations BPO

Job Title: The Manager - BPO Operations

Job Location : Gandhinagar

Shift : Night Shift

Job Description:

The Manager - BPO Operations is responsible for leading and managing large-scale business process outsourcing teams to ensure operational excellence, client satisfaction, and continuous improvement. This role involves strategic planning, performance management, and stakeholder engagement to meet service delivery goals and drive business growth.

Operational Leadership:

• Oversee day-to-day operations across multiple BPO teams or processes.
• Ensure adherence to SLAs, KPIs, and quality standards.
• Drive productivity, efficiency, and cost optimization initiatives.

Client & Stakeholder Management:

• Serve as the primary point of contact for client escalations and relationship management.
• Collaborate with clients to understand business needs and align service delivery accordingly.
• Prepare and present performance reports and business reviews.
• Client management & communication including primary and remote location team management

Team Management & Development:

• Lead, mentor, and develop operations managers, team leaders, and associates.
• Foster a high-performance culture through coaching, feedback, and recognition.
• Manage workforce planning, training, and succession planning.
• 360 process & metrics management

Process Excellence & Innovation:

• Identify and implement process improvements using Lean, Six Sigma, or automation tools.
• Monitor and analyze operational metrics to identify trends and areas for improvement.
• Champion digital transformation and technology adoption.

Compliance & Risk Management:

• Ensure compliance with company policies, client requirements, and regulatory standards.
• Manage operational risks and implement mitigation strategies.
• Identify needs for new innovations within the process, plan and executive for development of process.

Qualifications required - (Must Have)

Ability to manage various process variations including back-office and front facing team

• Proven track record in managing large teams and delivering high-quality service.

• Strong analytical, problem-solving, and decision-making skills.

  • Excellent communication, negotiation, and client-facing abilities.
  • Familiarity with CRM tools, workforce management systems, and reporting platforms.

If this opportunity interests you, I would like to schedule a time to connect and discuss it further. Feel free to reply on [email protected] with your availability or any questions you may have.