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 (MBRs).
- Identify and recommend operational improvements, value-add opportunities, and cross-sell/upsell solutions aligned with client goals.
- Ensure customer satisfaction and long-term retention by proactively managing expectations and service delivery.
Process Improvement & Automation
- Lead process excellence initiatives with a focus on reducing inefficiencies, improving turnaround time, and enhancing service quality.
- Identify and implement process automation and digitization solutions in collaboration with technology and transformation teams.
- Standardize best practices across operations to ensure consistent performance and scalable delivery models.
- Drive compliance with internal controls, client requirements, and relevant industry standards.
Financial Management
- Prepare, manage, and track operational budgets, ensuring optimal resource allocation and cost-effectiveness.
- Monitor financial metrics such as gross margin (GM), cost per transaction, and overall profitability.
- Use financial insights to make informed decisions that align operational strategies with company goals.
- Support strategic planning through accurate financial forecasting and capacity planning.
Reporting & Data Analytics
- Generate and present detailed reports on operational, financial, and client satisfaction metrics to senior leadership.
- Leverage advanced Excel and BI tools to analyze performance trends, operational bottlenecks, and improvement areas.
- Utilize data-driven insights to support key business decisions and strategic initiatives.
- Ensure accurate and timely reporting to internal stakeholders and clients.
Location: Thane, Maharashtra, India
Work Type: Full-time | Flexible for 24/7 Shifts
Travel Requirement: US Travel (as required)
Experience Required: 12–18 years
Reporting To: Site Leader
Requirements
- 12–18 years of experience in BPO operations, with a strong focus on both Voice and Non-Voice services.
- Minimum 3–5 years in a managerial role overseeing large-scale operations.
- Extensive experience in international BPO data entry processes.
- Strong background in capacity planning, budget control, and resource forecasting.
- Expertise in attrition calculation, shrinkage management, and workforce analytics.
- Proven experience in client-facing roles, particularly in QBR and MBR presentations.
- Demonstrated ability in calculating and managing Gross Margin.
- Experience in implementing process automation and operational excellence frameworks.
- Proficient in MS Excel and other data management/reporting tools.
- Valid Passport required; prior US business travel experience is a plus.
- Excellent communication, leadership, and stakeholder management skills.
Benefits
- Provident Fund (PF) – Statutory savings and retirement benefit.
- Gratuity – Provided as per applicable laws to reward long-term tenure.
- Mediclaim Insurance – Comprehensive health insurance coverage for employees and dependents.
- International Travel Opportunities – Especially to the US; candidates must hold a valid Passport.