Operation Manager- BPO

Keka Technologies Private Limited; Bhopal; On-site; INR 500,000 - 800,000; Full time

Job summary

Keka Technologies Private Limited is looking for an Operations Manager in Bhopal, India. The successful candidate will oversee daily operations, ensuring quality delivery and effective client relationships while driving performance through data analysis.

Ideal applicants have 1-2 years of experience in a managerial role within the BPO or similar sectors and possess skills in Advanced Excel, team leadership, and operations management.

Qualifications

• 1–2 years’ experience as Assistant Manager / Manager (preferably in BPO / outsourcing / operations domain).
• Strong knowledge of process SLAs, workforce planning, and performance management.

Responsibilities

• Manage end-to-end operations to achieve process KPIs, SLAs, and client expectations.
• Monitor team performance, identify gaps, and implement corrective action plans.
• Act as a single point of contact for clients regarding performance updates, reporting, and escalations.

Skills

Advanced Excel (Pivot, VLOOKUP, XLOOKUP, Power Query, Dashboarding, MIS)

Leadership

Data analysis & reporting expertise

Knowledge of Quality, Training, and Operations processes

Problem-solving

Ability to work under pressure

Education

Bachelor’s degree (MBA preferred)

Job description

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.
• 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.

Skills

• Advanced Excel (Pivot, VLOOKUP, XLOOKUP, Power Query, Dashboarding, MIS)
• Strong knowledge of Quality, Training, and Operations processes
• 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