About the role

Operations Manager

Job Summary:

The Operations Manager is responsible for overseeing end-to-end operational processes for our line of business, acting as a crucial link between internal teams and external stakeholders. This role plays a vital part in ensuring that operational performance aligns with client SLAs and business objectives, while consistently identifying opportunities for improvement to enhance overall productivity and customer experience.

Key Responsibilities:

Support end-to-end operations by acting as a liaison between internal teams and external stakeholders.
Monitor operational performance through dashboards and reports, ensuring adherence to client SLAs and business objectives.
Analyze performance trends and identify improvement opportunities to enhance productivity, quality, and customer experience.
Prepare and present periodic operational reports to management, highlighting key metrics and action plans.
Identify operational risks and collaborate with support functions to implement corrective and preventive actions.
Support workforce planning, resource allocation, and onboarding activities to ensure optimal team performance.
Drive continuous improvement initiatives to increase efficiency and customer satisfaction.

Requirements:

6–8 years of relevant experience in BPO/ITES operations.
Minimum 2–3 years of experience managing teams and driving operational performance.
Strong analytical skills with the ability to interpret data and generate actionable insights.
Experience in SLA management, stakeholder management, and client communication.
Good understanding of operational metrics, workforce planning, and quality management.
Excellent communication, presentation, and people-management skills.
Knowledge of Lean, Six Sigma, or process improvement methodologies will be an added advantage.
Flexibility to work in a 24x7 operational environment.

Preferred Qualifications:

Experience in leading process transformation projects and implementing best practices.
Proven track record of driving team motivation and employee engagement initiatives.
Strong ability to build and maintain relationships with diverse stakeholders.
Experience with operational budgeting and resource utilization planning.

Benefits:

Competitive salary package with performance-based incentives.
Comprehensive health benefits and wellness programs.
Opportunities for professional development and career advancement.
Flexible work arrangements to promote work-life balance.
Supportive team culture that values collaboration and innovation.
Employee recognition programs to reward hard work and achievements.

Assistant Manager- Operations -International Voice Process