Operation Manager

Job Description

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Position: Operations Manager Department: Operations (BPO/Customer Support) Reports to: Director / Senior Management Key Responsibilities: ● Manage day-to-day BPO operations (chat, voice, email, or blended processes). ● Ensure achievement of SLA/KPI targets including AHT, CSAT, FCR, and quality scores. ● Workforce management – schedule planning, roster management, leave planning. ● Monitor team leaders and agents to ensure performance, productivity, and compliance. ● Drive process improvements, standard operating procedures, and efficiency. ● Collaborate with clients for regular reviews, reporting, and escalation management. ● Conduct performance evaluations, coaching, and employee engagement. ● Handle crisis management, escalation handling, and issue resolution. ● Maintain compliance with data security, HR, and client policies. ● Prepare weekly/monthly MIS reports for management and clients. Qualifications & Skills: ● Bachelor’s degree (MBA preferred). ● 5+ years’ experience in BPO/Outsourcing operations, with at least 2 years in a leadership role. ● Strong people management, client handling, and process optimization skills. ● Excellent communication and problem-solving ability. ● Knowledge of CRM, workforce management tools, and quality frameworks.