Operations Manager

Job Profile: Operations Manager ( International BPO Process )

Job Summary

We are hiring an experienced and dynamic Operations Manager to lead. The role requires strong operational control, client management expertise, and the ability to drive performance, quality, and profitability while managing large teams in a fast-paced environment.

Key Responsibilities

• Led 200+ FTEs (Team Leaders, QA, support teams) across multi-shift international operations, ensuring consistent SLA achievement
• SLA performance, operational metrics, and implemented corrective action plans to drive continuous improvement
• Managed financial performance including forecasting, budgeting, and billable hour optimization to drive revenue growth
• Developed and coached Team Leaders through regular one-on-ones, strengthening performance management and policy adherence
• Built and maintained strong client relationships, actively participating in business reviews and performance discussions
• Optimized workforce planning and staffing, aligning resources with volume forecasts and client requirements
• Collaborated with cross-functional teams (Training, HR, Quality, WFM) to improve operational efficiency and employee engagement
• Promoted a positive work culture, effectively handling employee relations and performance concerns

Eligibility Criteria

• Overall 10+ years of experience, with a minimum of 5+ years in a managerial role handling an International Process in a BPO environment.
• Strong understanding and hands-on experience working in Metrics-driven environments.
• Proven stability in previous roles (consistent tenure in organizations).
• Must have led and managed a team size of 200+ employees.
• Extensive experience in handling international clients, including:
• Client reporting
• Performance management
• Managing operational hours across time zones
• Strong leadership, operational, and stakeholder management skills.

Working Details:

• Location: AIHP Signature Sector 18 Udyog Vihar, Gurgaon, Haryana
• Work Schedule: 5 Days a Week | Rotational Night Shifts | 2 Week-Offs
• Work from Office.