Operations Manager

Acuittytech; Bhopal; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

Acuittytech is seeking an experienced Operations Manager to lead large, multi-shift teams in a fast-paced international BPO environment. The role emphasizes strong operational control, client management, and driving performance, quality and profitability.

You will oversee team leaders, manage SLAs and metrics, and collaborate with cross-functional teams to optimize workforce planning and employee engagement. Located in India, Bhopal, with 5-day work weeks and rotating shifts.

Qualifications

• 10+ years of experience in leadership/operations roles in BPO or similar environments.
• Minimum 5+ years in a managerial role handling international processes.
• Proven ability to manage large teams (200+ FTEs) across multiple shifts and time zones.
• Experience with metrics-driven environments and driving SLA achievement.
• Strong stability in previous roles and track record of client-facing delivery.

Responsibilities

• Lead 200+ FTEs across multi-shift international operations to ensure SLA achievement.
• Drive SLA performance and operational metrics with corrective action plans.
• Oversee financial aspects including forecasting, budgeting and profitability.
• Coach Team Leaders through regular one-on-ones and performance reviews.
• Build and maintain strong client relationships and conduct performance reviews.

Skills

Leadership

Stakeholder management

Operations management

Client relations

Performance management

Job description

Job Summary

We are hiring an experienced and dynamic Operations Manager to lead. The role requires strong operational control, client management expertise, and the ability to drive performance, quality, and profitability while managing large teams in a fast-paced environment.

Key Responsibilities

• Led 200+ FTEs (Team Leaders, QA, support teams) across multi-shift international operations, ensuring consistent SLA achievement
• SLA performance, operational metrics, and implemented corrective action plans to drive continuous improvement
• Managed financial performance including forecasting, budgeting, and billable hour optimization to drive revenue growth
• Developed and coached Team Leaders through regular one-on-ones, strengthening performance management and policy adherence
• Built and maintained strong client relationships, actively participating in business reviews and performance discussions
• Optimized workforce planning and staffing, aligning resources with volume forecasts and client requirements
• Collaborated with cross-functional teams (Training, HR, Quality, WFM) to improve operational efficiency and employee engagement
• Promoted a positive work culture, effectively handling employee relations and performance concerns

Eligibility Criteria

• Overall 10+ years of experience, with a minimum of 5+ years in a managerial role handling an International Process in a BPO environment.
• Strong understanding and hands-on experience working in Metrics-driven environments.
• Proven stability in previous roles (consistent tenure in organizations).
• Must have led and managed a team size of 200+ employees.
• Extensive experience in handling international clients, including:
  • Client reporting
  • Performance management
  • Managing operational hours across time zones
• Strong leadership, operational, and stakeholder management skills.

Working Details:

• Location: Bhopal
• Work Schedule: 5 Days a Week | Rotational Shifts and Week-Offs
• Work from Office.