Operations Manager

Description:

Key Responsibilities:

- Manage end-to-end operations for assigned processes/accounts.

- Drive capacity planning to ensure optimal staffing and productivity.

- Ensure strict adherence to SLAs, KPIs, and quality benchmarks.

- Lead cost optimization initiatives without compromising service quality.

- Oversee training and development programs to upskill teams.

- Handle client and internal escalations, ensuring timely resolution.

- Monitor and drive quality assurance standards across operations.

- Build and maintain strong client relationships, ensuring high satisfaction levels.

- Analyze performance metrics, prepare MIS reports, and present insights to leadership.

- Identify and implement process improvements to enhance efficiency and customer experience.

- Lead, mentor, and manage large teams, including performance management and engagement.

Required Skills & Qualifications:

- Proven experience as an Operations Manager in BPO/ITES/MNC environments.

- Strong experience in team handling, customer support, and problem resolution (mandatory).

- Hands-on knowledge of SLA management, capacity planning, and KPI tracking.

- Excellent escalation management and stakeholder communication skills.

- Strong analytical and decision-making abilities.

- Experience in managing performance, quality, and compliance.

Preferred Qualifications:

- Graduation / Post-graduation in relevant discipline.

- Experience working with US clients and night shifts (if applicable).