Operations Manager

WOW Softech; Gurugram District; On-site; INR 6,185,000 - 9,039,000; Full time

Job summary

WOW Softech is seeking an Operations Manager to lead the US First-Party Collections line of business. You will manage daily operations, drive performance, and ensure strict adherence to US FDCPA, TCPA, FCRA and CFPB regulations while protecting client brand.

You will mentor Team Leaders and agents, analyze key metrics, and collaborate with WFM and Dialer teams to optimize dialing strategies and recovery outcomes. This role requires US shift availability.

Qualifications

• Bachelor's Degree in Business Administration, Finance, or a related field.
• 5+ years in BPO Operations Management, with at least 3 years managing US First-Party Collections or AR portfolios.
• Experience leading teams of 50–100+ members including Team Leaders.

Responsibilities

• Oversee daily operations of the US First-Party Collections team to meet SLAs, KPIs, and liquidation targets.
• Monitor operational metrics including Roll Rates, Cure Rates, Dollar Recovery, AHT, and Abandonment Rates.
• Partner with WFM and Dialer teams to optimize dialing strategies, list penetration, and agent utilization.
• Serve as the primary operational contact for the US client and participate in reviews (MBRs/QBRs).

Skills

People leadership

Operations management

US compliance knowledge

Performance analytics

Shift flexibility

Education

Bachelor's Degree in Business Administration / Finance or related field

Tools

Five9

Genesys

Noble CRM

Job description

We are seeking a dynamic, strategic, and results-driven Operations Manager to lead our US First-Party Collections line of business. In this role, you will be responsible for overseeing daily operations, managing team performance, ensuring strict adherence to US regulatory compliance, and maintaining a strong relationship with our clients. As a First-Party representative, your primary focus will be optimizing delinquency recovery while strictly preserving the clients brand reputation through customer-centric, empathetic, and professional financial conversations.

Key Responsibilities

1. Operational Excellence & Performance Management

• Oversee daily operations of the US First-Party Collections team to ensure all service level agreements (SLAs), Key Performance Indicators (KPIs), and liquidation targets are consistently met or exceeded.
• Monitor and analyze key operational metrics including Roll Rates, Cure Rates, Dollar Recovery, Average Handle Time (AHT), and Abandonment Rates.
• Partner with the Workforce Management (WFM) and Dialer teams to optimize dialing strategies, list penetration, and agent utilization.

2. Leadership & People Development

• Provide direct leadership, mentorship, and guidance to Team Leaders, Quality Analysts, and Customer Care/Collection Agents.
• Conduct regular performance reviews, identify training gaps, and implement targeted coaching plans to improve agent productivity and reduce attrition.
• Foster a positive, high-energy, and collaborative team culture built on accountability and continuous improvement.

3. Compliance & Quality Assurance

• Ensure 100% compliance with US federal and state collection laws, including FDCPA, TCPA, FCRA, and CFPB regulations.
• Collaborate with the Quality Assurance (QA) team to monitor calls, ensuring that agents balance recovery efforts with excellent brand representation and zero tolerance for compliance breaches.
• Lead regular compliance audits and implement corrective action plans where necessary.

4. Client & Stakeholder Relations

• Serve as the primary operational point of contact for the US client, participating in daily, weekly, and monthly business reviews (MBRs/QBRs).
• Proactively identify process bottlenecks and present data-driven solutions or strategic recommendations to both internal leadership and client stakeholders.

Candidate Profile & Requirements: Education & Experience

• Bachelor's Degree in Business Administration, Finance, or a Related Field (preferred).
• 5+ years of experience in BPO Operations Management, with at least 3 years of dedicated experience managing US First-Party Collections or Accounts Receivable (AR) portfolios.
• Proven experience managing a team size of at least 50100+ headcounts (including Team Leaders).

Technical & Functional Skills

Deep understanding of US Collections Compliance (FDCPA, TCPA, etc.).

Strong proficiency in modern call center technology, including Dialer platforms (e.g., Five9, Genesys, Avaya, Noble) and CRM/Collection software.

Exceptional data analysis skills; ability to translate complex spreadsheets into actionable operational strategies.

Soft Skills & Work Dynamics

Excellent verbal and written communication skills in English, with a strong ability to interact confidently with US-based clients.

Strong negotiation, conflict resolution, and decision-making capabilities.

Flexibility to work US shifts (Night Shifts) to align with the client's operational hours.

What We Offer

Competitive base salary with lucrative performance-based incentives. Clear career progression paths within a rapidly growing global BPO organization.

Continuous executive leadership training and professional development.

Contact [phone](Aaryan Pradhan)