Senior Manager Operations

Key Responsibilities

Operational Management

• Lead and manage daily BPO operations across both Voice and Non-Voice processes, ensuring compliance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Develop, implement, and refine operational strategies that ensure high levels of efficiency, quality, and customer satisfaction.
• Oversee execution of production plans and monitor team performance metrics to drive continuous improvement.
• Handle high-level client escalations effectively and ensure issues are resolved promptly and professionally.

Team Leadership

• Lead, mentor, and develop a large workforce including managers and frontline employees (minimum 250 FTEs).
• Conduct performance reviews, drive individual development plans, and implement team training programs to elevate skills and capabilities.
• Promote a culture of accountability, collaboration, and continuous learning within the team.
• Monitor workforce productivity and implement workforce management practices including shrinkage and attrition control.

Client Relationship Management

• Act as the key point of contact for client accounts, ensuring strong, trust-based relationships.
• Conduct regular client engagements including Quarterly Business Reviews (QBRs) and Monthly Business Reviews