Job Title: Manager – Operations (BPO)

Location: Lucknow

Department: Operations

Reports To: Director of Operations / VP of Operations

Job Summary: The Manager of Operations is responsible for overseeing and managing the day-to-day operations of a BPO unit. This role involves ensuring efficient service delivery, meeting client requirements, managing team performance, and driving continuous improvement in processes. The Manager of Operations will collaborate with cross-functional teams to optimize operations and enhance customer satisfaction.

Key Responsibilities:

1. Operations Management:

• Oversee daily operations to ensure service delivery standards are met.
• Monitor KPIs and performance metrics to ensure alignment with client expectations and business objectives.
• Develop and implement operational strategies to improve productivity and quality.

1. Team Leadership:

• Lead, motivate, and manage a team of supervisors and agents to achieve performance goals.
• Conduct regular performance evaluations and provide feedback and coaching to team members.
• Foster a positive and collaborative work environment.

1. Client Relationship Management:

• Act as the primary point of contact for clients, addressing their needs and ensuring satisfaction.
• Regularly communicate with clients to provide updates, resolve issues, and gather feedback.

1. Process Improvement:

• Identify areas for process improvement and implement solutions to enhance efficiency and quality.
• Develop and maintain standard operating procedures (SOPs) for all processes within the unit.

1. Compliance and Quality Assurance:

• Ensure all operations comply with company policies, industry standards, and regulatory requirements.
• Conduct regular audits and quality checks to maintain high service standards.

1. Financial Management:

• Manage the operational budget and ensure cost-effective operations.
• Monitor expenses and implement cost-saving measures where possible.

1. Reporting and Analytics:

• Prepare and present regular reports on operational performance, including KPIs and financial metrics.
• Use data and analytics to make informed decisions and drive operational improvements.

Qualifications:

• Bachelor’s degree in Business Administration, Operations Management, or a related field.
• Minimum of 5-7 years of experience in BPO operations, with at least 2-3 years in a managerial role.
• Strong leadership and people management skills.
• Excellent communication and interpersonal skills.
• Proven ability to manage multiple priorities and meet deadlines.
• Experience with process improvement methodologies such as Lean or Six Sigma is a plus.
• Proficiency in using operational management software and tools.

Preferred Skills:

• Experience in handling international clients.
• Strong analytical and problem-solving skills.
• Ability to adapt to a fast-paced and dynamic environment.
• Strong organizational and time management skills.

Working Conditions:

• This role may require working in shifts to accommodate global clients.
• The position is primarily office-based but may require travel to client sites as needed.

Compensation:

• Competitive salary based on experience and qualifications.
• Performance-based incentives and benefits.

How to Apply:

Interested candidates should submit their resume and a cover letter detailing their experience and suitability for the role to [Email – zeevikain@gmail.com

Candidates Also Visit our office At Naukri Hunter |Zeevika Consultancy | Grplindia Sahara Shopping Centre Ground Floor Office No 127, Near Lekhraj Market Metro Station Gate No 3 Lucknow

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