Operations Manager – BPO Operations

About the role

The Operations Manager will lead day‑to‑day activities in a fast‑paced BPO environment, ensuring operational KPIs are met, client satisfaction is high, and business objectives are achieved. This role drives performance, efficiency, employee engagement, and continuous improvement across multiple teams.

Key responsibilities

• Lead Team Leaders and support functions to meet service delivery standards and operational targets.
• Drive performance on KPIs such as CSAT/NPS, Quality, Productivity, AHT, Adherence, and revenue.
• Monitor performance, implement corrective actions, and conduct regular business reviews.
• Manage people through coaching, development, performance management, and succession planning.
• Oversee attendance, shrinkage, staffing utilization, and overall operational efficiency.
• Handle client escalations and resolve operational issues promptly.
• Collaborate with Workforce Management, Training, Quality, HR, and other support functions.
• Analyze data, generate reports, and support strategic decision‑making.
• Ensure compliance with company policies, procedures, and client requirements.
• Promote employee engagement and support process‑improvement initiatives.

Required profile

• 4–6 years of experience in BPO/Contact Center operations.
• 1–2 years in a leadership role (Operations Manager or Senior Team Leader).
• Strong understanding of contact‑center KPIs and operational excellence.
• Proven people‑management, coaching, and performance‑improvement experience.
• Excellent communication, stakeholder management, and problem‑solving abilities.
• Ability to work under pressure in a fast‑paced environment.

Required skills

• Lean Six Sigma knowledge