Operations Manager

Cyfuture; Sector 10; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Cyfuture India Pvt. Ltd. is hiring a BPO Operations Manager/Assistant Manager in Noida/Surat to oversee daily operations and lead teams. The role emphasizes accountability for performance, escalation handling, and client coordination.

The ideal candidate has 3+ years in BPO operations, strong communication, and solid Excel/MIS reporting skills to drive process improvements in a fast-paced environment.

Qualifications

• 3+ years of BPO Operations experience.
• Experience in team handling and people management.
• Good understanding of BPO processes and KPIs.
• Strong communication and problem-solving skills.
• Experience in handling escalations and client coordination.
• Good knowledge of Excel and MIS reporting.
• Ability to work in a target-driven environment.

Responsibilities

• Managing day-to-day BPO operations and team performance.
• Handling and motivating teams to achieve targets.
• Tracking KPIs such as AHT, CSAT, FCR, SLA, Productivity and Quality.
• Handling escalations and resolving operational issues.
• Working closely with HR, Training, Quality and MIS teams.
• Monitoring attendance, productivity and team performance.
• Preparing and reviewing MIS and performance reports.
• Coordinating with clients and internal stakeholders.
• Identifying process gaps and working on improvements.

Skills

Team management

BPO operations

KPI tracking

Communication

Client coordination

MIS reporting

Target-driven

Tools

Excel

Job description

Role & responsibilities

Were Hiring | BPO Operations Manager / Assistant Manager

Company: Cyfuture India Pvt. Ltd.

Location: Noida / Surat

Experience: 3+ Years in BPO Operations

Preferred candidate profile

We're looking for an experienced BPO Operations Manager / Assistant Manager who can take ownership of day-to-day operations, manage teams, and ensure the process runs smoothly.

What you'll be doing:

• Managing day-to-day BPO operations and team performance
• Handling and motivating teams to achieve targets
• Tracking KPIs such as AHT, CSAT, FCR, SLA, Productivity and Quality
• Handling escalations and resolving operational issues
• Working closely with HR, Training, Quality and MIS teams
• Monitoring attendance, productivity and team performance
• Preparing and reviewing MIS and performance reports
• Coordinating with clients and internal stakeholders
• Identifying process gaps and working on improvements

What we're looking for:

• 3+ years of BPO Operations experience
• Experience in team handling and people management
• Good understanding of BPO processes and KPIs
• Strong communication and problem-solving skills
• Experience in handling escalations and client coordination
• Good knowledge of Excel and MIS reporting
• Ability to work in a target-driven environment

Contact Person : HR Avanish ( 9910529994 )