Operations Manager

Role Objective:

The Senior Operations Executive will have complete ownership of domestic contact center operations, driving business performance through people leadership, operational metrics, and strict governance of KRAs, KPIs, SLAs, SOPs, and TATs. This role requires hands-on control over daily reporting, client management, and employee productivity within a high-volume, performance-driven environment.

Key Result Areas (KRAs) & Performance Metrics

1. Domestic Operations Delivery

KRAs

• Own end-to-end delivery of domestic voice / non-voice / blended processes.
  
• Ensure achievement of committed SLAs, KPIs, SOPs, and TATs.
  
• Drive productivity, cost efficiency, and throughput across operations.
  

KPIs / Metrics

• SLA adherence (%)
  
• Productivity per FTE
  
• Volume handled vs forecast
  
• Cost per transaction
  
• Shrinkage & utilization
  

2. SLA, TAT & SOP Governance

KRAs

• Ensure 100% compliance with client-defined and internal SOPs.
  
• Monitor and control TATs across all deliverables.
  
• Own SOP updates, version control, and process change implementation.
  

KPIs / Metrics

• SLA breach count
  
• TAT achievement (%)
  
• SOP audit score
  
• Process deviation incidents
  

3. Team Leadership & Employee Performance

• Lead and manage 25+ domestic operations staff across shifts.
  
• Drive performance management, coaching, and capability building.
  
• Control attrition, absenteeism, and schedule adherence.
  

KPIs / Metrics

• Team productivity & efficiency
  
• Attrition rate (monthly / quarterly)
  
• Absenteeism & adherence %
  
• Employee engagement & performance scores
  

4. Client Management & Escalation Handling

KRAs

• Act as the primary SPOC for domestic clients and stakeholders.
  
• Lead daily, weekly, and monthly operational review calls.
  
• Handle escalations, conduct RCA, and implement CAPA.
  

KPIs / Metrics

• Client satisfaction (CSAT)
  
• Escalation count & resolution TAT
  
• Audit & compliance scores
  
• Client retention / renewal contribution
  

5. Quality, Compliance & Risk Management

KRAs

• Drive quality improvement initiatives aligned to domestic customer expectations.
  
• Ensure compliance with internal policies, client guidelines, and regulatory norms.
  
• Identify risks and proactively implement mitigation plans.
  

KPIs / Metrics

• Quality / accuracy score
  
• Error & rework %
  
• Compliance audit pass rate
  
• Risk incident frequency
  

6. Daily Reporting, MIS & Business Metrics

KRAs

• Own daily, weekly, and monthly MIS reporting.
  
• Track real-time dashboards and take corrective actions.
  
• Present business metrics and insights to senior leadership.
  

KPIs / Metrics

• Timeliness & accuracy of reports
  
• Forecast vs actual performance
  
• Trend analysis & improvement actions
  
• Decision impact metrics
  

Key Responsibilities (Summary)

• Drive business performance through employee productivity and operational metrics.
  
• Ensure strict governance of KRAs, KPIs, SLAs, SOPs, and TATs.
  
• Lead large domestic teams with accountability and execution focus.
  
• Manage client relationships, escalations, and service commitments.
  
• Deliver continuous improvement in domestic BPO operations.
  

Required Qualifications & Experience

• 814 years of experience in Domestic Non-IT BPO / Contact Center Operations ONLY.
  
• Proven experience managing 25+ team members.
  
• Strong exposure to domestic process metrics, daily reporting, and SLA-driven delivery.
  
• Hands-on experience in client management and escalation handling.
  
• Graduate in any discipline (Postgraduate preferred).
  

Core Competencies

• Domestic BPO operations expertise
  
• Strong people leadership & performance management
  
• Metrics-driven execution & reporting
  
• Client & stakeholder management
  
• Process governance & continuous improvement