Operations Manager

Cyfuture; Surat; On-site; INR 600,000 - 900,000; Full time

Job summary

Cyfuture India Pvt. Ltd. in Surat invites an experienced BPO Operations Manager / Assistant Manager to own day-to-day operations and drive performance.

The role focuses on managing teams, achieving targets, and coordinating with HR, Training, Quality and MIS to ensure smooth process execution.

Candidates should have 3+ years in BPO operations, strong communication, Excel and MIS reporting skills, and a track record in handling escalations and client coordination.

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

Communication

Problem solving

Tools

Excel

MIS reporting

Job description

Role & responsibilities

Were Hiring | BPO Operations Manager / Assistant Manager
Company: Cyfuture India Pvt. Ltd.
Location: Surat(Kapodra)
Experience: 3+ Years in BPO Operations

Preferred candidate profile

Were 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 reportsCoordinating 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

Interested candidates can connect with:

HR Avanish – 9910529994