Senior Manager

Senior Manager BPO

Location: Gurgaon

Experience: 7-13 + Years

Shift: As per business requirement

Industry: BPO

Job Summary

We are looking for an experienced and result-oriented Senior Manager to manage large-scale BPO operations, drive business performance, and ensure achievement of operational, quality, and customer experience targets.

Key Responsibilities

• Manage and lead multiple teams/processes and ensure smooth day-to-day operations.
• Drive achievement of KPI, SLA, AHT, CSAT, Quality, Productivity, Attrition and Shrinkage targets.
• Monitor process performance and identify opportunities for improvement.
• Conduct regular performance reviews and implement action plans wherever required.
• Lead and mentor Operations Managers, Team Leaders and other senior team members.
• Ensure effective manpower planning, staffing and capacity utilization.
• Work closely with Quality, Training, WFM, HR and other support functions.
• Handle client communication, business reviews and escalations.
• Prepare and present MIS, dashboards and performance reports to senior management/client.
• Drive process improvement, cost optimization and operational excellence.
• Ensure compliance with company policies, client requirements and process guidelines.
• Manage escalations and ensure timely resolution of customer/business issues.
• Develop strategies to improve employee engagement and reduce attrition.

Requirements

• 7-13+ years of experience in BPO/Operations.
• Minimum 23 years of experience in a Senior Manager/Operations Manager role.
• Strong experience in managing large teams and multiple processes.
• Excellent communication and stakeholder-management skills.
• Strong knowledge of BPO metrics, MIS and operational dashboards.
• Good analytical, problem-solving and decision-making skills.
• Strong leadership and people-management capabilities.
• Candidates with relevant BPO experience will be preferred.