Operations Manager

TaskUs; Airoli; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

TaskUs in India is seeking an experienced Operations Manager for our Airoli-based international BPO operations. You will oversee day-to-day activities and manage 24x7 voice and chat services, driving improvements to ensure quality delivery.

This role requires 2–4 years in international BPOs, hands-on experience as an Operations Manager, and leadership of diverse, cross-functional teams. You will monitor key metrics and report trends to senior management.

Qualifications

• 2–4 years of hands-on experience in international BPO operations.
• 2+ years of documented experience as an Operations Manager.
• Strong expertise in BPO operational processes and workflows.
• Proven experience managing voice and/or chat support operations.
• Experience tracking and managing attrition and shrinkage metrics.
• Comfort working in 24x7 shift environments.
• Excellent verbal and written communication skills.

Responsibilities

• Manage and oversee day-to-day operations for international BPO clients across voice and chat channels.
• Monitor and analyze key performance metrics including attrition rates, shrinkage, and operational efficiency.
• Lead and mentor operations teams to meet service level agreements and quality standards.
• Develop strategies to reduce attrition and improve team retention.
• Implement process improvements and best practices to optimize operational performance.
• Manage 24x7 shift operations and ensure adequate staffing and coverage.
• Conduct performance reviews and provide coaching to team members.
• Report on operational metrics and trends to senior management.

Skills

BPO operations

Operations Manager

Voice/Chat support

Attrition management

24x7 shift

Communication skills

Diversity & inclusion

Education

Bachelor's degree in Business Administration or related field

Tools

Workforce management tools

Quality assurance processes

Job description

About the Company

TaskUs is a leading global provider of business process outsourcing and digital solutions. The company specializes in delivering high-quality customer support and operational excellence across international markets. TaskUs is committed to fostering a diverse and inclusive workplace where talent thrives.

INTERNATIONAL HIRING

Role Overview

This is a full-time Operations Manager position based in Airoli. You will oversee operational functions for international BPO services, managing team performance, optimizing processes, and ensuring excellence across voice and chat channels. This role requires extensive experience working in international BPO environments and the ability to manage round-the-clock operations.

Key Responsibilities

• Manage and oversee day-to-day operations for international BPO clients across voice and chat channels
• Monitor and analyze key performance metrics including attrition rates, shrinkage, and operational efficiency
• Lead and mentor operations teams to meet service level agreements and quality standards
• Develop strategies to reduce attrition and improve team retention
• Implement process improvements and best practices to optimize operational performance
• Manage 24x7 shift operations and ensure adequate staffing and coverage
• Conduct performance reviews and provide coaching to team members
• Report on operational metrics and trends to senior management

Must-Have Skills

• Minimum 2-4 years of hands-on experience in international BPO operations
• Minimum 2 years of documented experience specifically as an Operations Manager
• Strong expertise in BPO operational processes and workflows
• Proven experience managing voice and/or chat support operations
• Experience tracking and managing attrition and shrinkage metrics
• Comfort working in 24x7 shift environments
• Excellent verbal and written communication skills
• Ability to work with diverse teams and backgrounds

Good to Have

• Experience with multiple BPO accounts or clients
• Knowledge of workforce management tools and systems
• Familiarity with quality assurance processes
• Experience with international client management
• Bachelor's degree in Business Administration or related field

What You Will Gain

• Deep expertise in managing large-scale international BPO operations
• Leadership experience managing diverse, multicultural teams across multiple shifts
• Advanced proficiency in operational metrics analysis and performance optimization
• Exposure to global best practices in customer support and business process outsourcing
• Career growth opportunities in a leading global BPO organization

Resume Keywords

Operations Manager, BPO Operations, International BPO, Attrition Management, Shrinkage Optimization, Voice Operations, Chat Support, Performance Metrics, Team Management, Operational Excellence, 24x7 Operations, Process Improvement, Service Level Agreements, Workforce Management