Role: Outsourcing / Operations Manager

Company: Skycom International
Type: Full-time
Reporting to: Management

Core Objective

Own day-to-day call center operations, outsourcing partners, and internal systems so leadership can focus on growth, deals, and strategy — not firefighting.

Key Responsibilities1. Call Center Operations Management

• Oversee daily operations of in-house and outsourced call centers
• Monitor performance metrics (leads, QA, productivity, compliance adherence)
• Coordinate with team leads and vendors to resolve operational bottlenecks
• Ensure SOPs are followed consistently across all centers
• Maintain professionalism and discipline across teams

2. Outsourcing & Vendor Coordination

• Manage relationships with outsourcing partners and call centers
• Track output, quality, and timelines
• Ensure documentation, reporting, and escalation processes are followed
• Act as the single point of accountability between Skycom and vendors

3. Google Sheets & Systems Management

• Build, manage, and maintain operational Google Sheets (tracking, reports, workflows)
• Ensure data accuracy, version control, and proper access permissions
• Create dashboards for performance, productivity, and operational KPIs
• Maintain clean documentation for processes and reporting

4. Documentation & SOPs

• Create, update, and enforce SOPs for operations and outsourcing workflows
• Maintain professional documentation standards
• Ensure new hires and partners are onboarded properly using documentation

5. Professional Oversight

• Maintain a high standard of communication (internal & external)
• Report issues early — no surprises
• Act like an operator, not a messenger

Required Skills & Experience

Must-Have

• Strong experience in call center operations (outsourcing or BPO environment)
• Hands-on expertise with Google Sheets (filters, formulas, data organization, dashboards)
• Proven ability to manage multiple teams or vendors simultaneously
• Excellent documentation and process-building skills
• Highly professional communication and decision-making
• Organized, structured, and execution-focused

Nice-to-Have

• Experience with healthcare, DME, or compliance-based operations
• Experience scaling operations across multiple centers
• Familiarity with automation or systemized workflows

Personality & Work Style (Non-Negotiable)

• Calm under pressure
• Detail-oriented but not slow
• Takes ownership instead of asking for permission on every issue
• Thinks in systems, not excuses
• Understands confidentiality and operational discipline

Job Type: Full-time

Pay: From Rs60,000.00 per month

Work Location: In person