Evnek - Senior Manager - Call Centre/BPO Operations

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

Experience: 10+ Years (with minimum 4-5 years in a leadership/operations management role)

Location: Pune

Notice Period: Immediate Joiner

About the Role

We are seeking an experienced Senior Operations Manager with a proven background in call centre/BPO operations management. The ideal candidate will have strong leadership skills, process expertise, and a customer-first mindset to drive operational excellence, meet SLAs, and deliver consistent business outcomes.

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.