Operations Manager

We are looking for a dynamic Manager – Operations to lead end-to-end service delivery for our BPO processes. The role involves managing daily operations, driving performance on SLAs/KPIs, leading a team of TLs/agents, and ensuring high client satisfaction. The ideal candidate should have strong people management skills, analytical ability, and experience in handling multiple stakeholders.Key Responsibilities -· Manage daily operations and ensure SLA/KPI delivery (AHT, Quality, CSAT, Productivity).· Lead, coach, and develop teams to achieve business goals.· Handle client interactions, governance calls, and performance reviews.· Drive process improvements, RCA/CAPA, and compliance adherence.· Coordinate with WFM, QA, and Training for smooth operations.· Prepare reports and provide insights for decision-making.Requirements -· Graduate with 8 years’ experience (2 year as Manager – OPS BPO).· Strong leadership, communication, and analytical skills.· Good knowledge of WFM, Quality, MIS, and process management.