Operations Manager

Imarque Solutions; Kolkata District; On-site; INR 1,500,000 - 2,700,000; Full time

Job summary

iMarque Solutions Pvt. Ltd. in Kolkata seeks an experienced Operations Manager to oversee site operations, drive team performance, and ensure high-quality service delivery while meeting client SLA targets. You will optimize workflows, ensure regulatory compliance, and lead a team of supervisors and agents across the contact center environment.

The role emphasizes strong leadership, analytical thinking, and effective communication to manage capacity, costs, and quality in a BPO setting.

Qualifications

• 10 years of experience in BPO operations, with at least 2 years in the Operation Manager role and outbound sales experience.
• Graduation required.
• Proficiency in MS Office, especially Excel.
• Fluency in English and Hindi.

Responsibilities

• Performance Management: Monitor KPIs like AHT, CSAT, and FCR to meet targets.
• Team Leadership: Mentor and motivate supervisors and agents, including appraisals.
• Client Relationship Management: Primary contact for clients and resolve escalations.
• Process Improvement: Identify bottlenecks and implement best practices to reduce costs.
• Capacity Planning: Manage workforce scheduling, attendance, and shrinkage to meet demand.
• Compliance & Quality: Ensure data security and maintain QA standards.

Skills

Leadership

Analytical skills

Communication

MS Office Excel

Call center technology

BPO operations knowledge

Education

Graduation

Tools

BPM tools

Call center software

Job description

Roles and Responsibilities

Operations Manager will responsible for over all site operations & driving team performance, ensuring high-quality service delivery, and achieving client SLA (Service Level Agreement) targets, people management & client Handling. Optimizes operations by analyzing, designing, implementing ad monitoring efficient workflows, focusing on regulatory compliance and performance. Evaluate existing workflows. Pinpoint areas for automation, cost reduction, and quality enhancement, often using BPM tools. Analytical thinking, leadership, strong communication, project management, knowledge of BPO voice process & NBFC sector is preferable.

Key Responsibilities

• Performance Management: Monitor KPIs (Key Performance Indicators) like Average Handling Time (AHT), Customer Satisfaction (CSAT), and First Call Resolution (FCR) to ensure targets are met.
• Team Leadership: Lead, mentor, and motivate supervisors and agents, including handling performance appraisals and career development.
• Client Relationship Management: Act as the primary point of contact for clients, participating in QBRs (Quarterly Business Reviews) and resolving escalated issues.
• Process Improvement: Identify bottlenecks and implement best practices to improve efficiency and reduce operational costs.
• Capacity Planning: Manage workforce scheduling, attendance, and shrinkage to meet client demand.
• Compliance & Quality: Ensure compliance with data security and internal policies, as well as maintaining quality assurance standards.

Requirements & Skills

• Experience: Generally 10 years in BPO operations, with at least 2 years in Operation Manager Position & outbound sales experience is mandatory.
• Education: Graduation
• Key Competencies: Strong leadership, analytical skills, exceptional communication, proficiency in MS Office (especially Excel), and in-depth knowledge of call center technology/systems.
• Language: English and Hindi
• Salary : As per Industry Standard

Address:

iMarque Solutions Pvt. Ltd.,

8th Floor, Millennium City IT Park, Tower 1, Sector 5, Salt Lake,

Kolkata, West Bengal 700091. Near Collage more