Operations Manager

Key Responsibilities:

Operational Management
Oversee daily call center operations to ensure achievement of sales and key performance indicators (KPIs). Monitor critical performance metrics including quality assurance (QA) scores, attendance, adherence, and overall productivity. Collaborate with internal support teams to maintain smooth operational alignment and resolve any workflow issues promptly.

Team Leadership & Development
Lead and supervise Team Leaders and their respective teams by providing continuous coaching, mentoring, and support. Conduct regular performance reviews and implement improvement plans where necessary. Foster a positive and disciplined work culture that motivates employees to perform at their best. Ensure strict adherence to company policies, standards, and operational procedures.

Quality & Process Improvement
Drive the implementation and maintenance of quality standards across operations. Work closely with QA and Training teams to identify performance gaps and develop targeted improvement initiatives. Analyse processes to identify inefficiencies and recommend data-driven solutions to enhance service delivery.
Reporting & Analysis
Prepare and present comprehensive operational reports on a daily, weekly, and monthly basis for both management and clients. Analyse performance data to detect trends, root causes of issues, and recommend corrective actions. Ensure compliance with company policies, standard operating procedures (SOPs), and regulatory requirements.
Escalation & Issue Handling
Manage escalations efficiently by following established protocols to resolve operational challenges. Maintain workflow continuity and uphold client satisfaction through prompt and effective issue resolution.

Suitable Profile & Preferred Skill Set Required:

• Proven experience in sales, with a minimum of 2 years in a leadership role within a call center or BPO environment.
• Bachelor’s degree in Business Administration, Management, or a related field is preferred.
• Strong understanding of sales principles and customer relationship management.
• Proficient in attentive listening and adept at solving problems effectively.
• Outstanding communication skills, both written and verbal, coupled with strong presentation abilities.

Job Type: Full-time

Pay: Rs100,000.00 - Rs250,000.00 per month

Application Question(s):

• Shift time for this role is 7pm to 3am. Is this shift time suitable for you?

Work Location: In person