Operation Manager- BPO

Avyaan Management Pvt. Ltd.; Bhopal; On-site; INR 450,000 - 550,000; Full time

Benefits offered by this job

Provident Fund

Job summary

Avyaan Management Pvt. Ltd. in Bhopal is seeking an Operations Manager to oversee day-to-day operations, ensure delivery quality, manage client relationships, and drive performance through data-driven decisions.

You will excel in Advanced Excel, operations reporting, quality monitoring, and training coordination while leading a team to achieve KPIs and SLA targets.

Qualifications

• 1–2 years’ experience in a similar domain (BPO/operations).
• Strong proficiency in Advanced Excel and data reporting.
• Bachelor’s degree and good communication skills are preferred.

Responsibilities

• Oversee end-to-end operations to meet KPIs, SLAs, and client expectations.
• Monitor team performance, identify gaps, and implement corrective actions.
• Coordinate with HR, Quality, Training, MIS, and other teams for smooth workflow.
• Serve as the main point of contact for clients regarding performance and reporting.
• Conduct weekly/monthly business reviews with clients and management.
• Create and publish daily/weekly/monthly dashboards and MIS reports.
• Coordinate Quality & Training to ensure process accuracy and improvement.
• Lead, mentor, and motivate the team toward targets and development.

Skills

Advanced Excel

Operations reporting

Quality monitoring

Training coordination

Team leadership

Client handling

Data analysis

Reporting

Education

Bachelor’s degree (MBA preferred but not mandatory)

Job description

Job Title: Operations Manager

Department: Operations

Location: Bhopal

Experience Required: 1–2 years as Assistant Manager / Manager (BPO or similar domain preferred)

Job Summary

The Operations Manager will be responsible for overseeing day‑to‑day operations, ensuring delivery quality, managing client relationships, and driving performance through data‑driven decision‑making. The role requires strong expertise in Advanced Excel, operations reporting, quality monitoring, training coordination, and team leadership.

Key Responsibilities

Operations & Performance Management

• Manage end‑to‑end operations to achieve process KPIs, SLAs, and client expectations.
• Monitor team performance, identify gaps, and implement corrective action plans.
• Coordinate with cross‑functional teams (HR, Quality, Training, MIS, etc.) for smooth workflow execution.

Client & Stakeholder Management

• Act as a single point of contact for clients regarding performance updates, reporting, and escalations.
• Conduct weekly/monthly business reviews with clients and management.
• Build and maintain strong client relationships through proactive communication.

Reporting & Data Analysis

• Prepare and publish daily, weekly, and monthly operation performance dashboards using Advanced Excel.
• Analyze data trends, shrinkage, productivity, revenue leakage, and provide actionable insights.
• Create MIS and business summary reports for internal and external stakeholders.

Quality & Training Coordination

• Coordinate with Quality & Training teams to ensure process accuracy and continuous performance improvement.
• Monitor audit scores, feedback, and implement training needs based on performance gaps.
• Drive a culture of quality, compliance, and process excellence.

Team Leadership

• Lead, mentor, and motivate team members to achieve individual and process-level targets.
• Conduct coaching sessions, performance reviews, and skill development activities.
• Foster a positive, disciplined, and performance-driven work environment.

Required Skills & Competencies

• Advanced Excel (Pivot, VLOOKUP, XLOOKUP, Power Query, Dashboarding, MIS)
• Strong knowledge of Quality, Training, and Operations processes
• Client handling & communication skills
• Data analysis & reporting expertise
• Leadership, problem-solving, and decision‑making ability
• Ability to work under pressure and manage multiple tasks

Eligibility & Qualifications

• Bachelor’s degree (MBA preferred but not mandatory)
• 1–2 years’ experience as Assistant Manager / Manager (preferably in BPO / outsourcing / operations domain)
• Knowledge of process SLAs, workforce planning, and performance management

Salary Range: Up to 5 LPA

Employment Type: Full Time

Job Types: Full-time, Permanent

Benefits

• Provident Fund

Education

• Bachelor's (Required)

Language

• English (Required)

Work Location: In person

Job Type: Full-time

Work Location: In person

Job Types: Full-time, Permanent

Work Location: In person