Operations Manager

Career Guideline; Pune District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Career Guideline in Pune is seeking an experienced Operations Manager to lead Voice Process operations (TTS Calling and Troubleshooting). You will manage multiple teams, drive performance metrics, and foster operational excellence in a fast-paced BPO setting.

The role emphasizes stakeholder engagement, regular reviews, coaching, and training needs analysis to uplift bottom-quartile performers and raise overall productivity while ensuring policy and information security compliance.

Qualifications

• 5-7 years of BPO/Voice Operations experience.
• Graduate or postgraduate qualification.
• Experience leading multiple teams and delivering KPIs.
• Strong communication and stakeholder management.

Responsibilities

• Ensure critical KPIs are consistently achieved.
• Lead multiple teams including Team Leaders and Floor Support.
• Conduct client/vendor reviews, calibrations, and performance discussions.
• Prepare and present client/vendor decks and reports.
• Drive process improvements and implement innovative ideas.
• Provide coaching to Team Leaders and address training needs.
• Ensure compliance with organizational policies and information security.

Skills

People Management

Leadership

Communication

Stakeholder Management

Analytical Thinking

Problem Solving

Customer Orientation

Quality Focus

Teamwork

Collaboration

Education

Graduate/Postgraduate

Tools

Excel

Job description

Job Title: Operations Manager Voice Process (TTS Calling/Troubleshooting)

Location: Pune
Experience: 5-7 Years
Qualification: Graduate/Postgraduate

Role Overview:

We are looking for an experienced Operation Manager to lead Voice Operations (Calling & Troubleshooting). The role involves managing multiple teams, ensuring performance metrics, and driving operational excellence in a fast-paced BPO environment.

Key Responsibilities:

• Ensure all critical performance metrics (KPIs) are consistently achieved
• Manage and lead multiple teams, including Team Leaders and Floor Support
• Conduct client/vendor reviews, calibrations, and performance discussions
• Prepare and present client/vendor decks and reports
• Handle client/vendor queries effectively and promptly
• Drive process improvements and implement innovative ideas
• Conduct audits and quality checks across teams
• Provide regular feedback and coaching to Team Leaders
• Manage bottom quartile performance and improve team productivity
• Identify and address training needs for team members
• Ensure cross-skilling and process adherence
• Drive employee engagement, retention, and career development
• Conduct regular team meetings, huddles, and performance reviews
• Ensure compliance with organizational policies and information security standards

Key Skills & Competencies:

• Strong People Management & Leadership Skills
• Excellent Communication & Stakeholder Management
• Analytical Thinking & Problem Solving
• Customer Orientation & Quality Focus
• Teamwork & Collaboration
• Basic Excel proficiency

Eligibility Criteria:

• Experience: 5- 7 years in BPO/Voice Operations (minimum 5 years relevant experience)
• Qualification: Graduate/Postgraduate