Operations Manager - BPO - only local candidates - Tricity

B2C Solutions Wll; Mohali; On-site; INR 900,000 - 1,500,000; Full time

Job summary

B2C Solutions Wll in Mohali is seeking an experienced operations leader to own and optimize day-to-day BPO operations, ensure SLA/TAT targets, and drive customer satisfaction. You will mentor Team Leads and Managers, monitor performance via MIS, and oversee workforce planning, scheduling and resource allocation.

Ideal candidates will have 8–12 years in BPO/shared services, strong analytical and leadership skills, and a proven track record in process improvement, cost optimization and stakeholder

Qualifications

• Graduate/Postgraduate in any discipline; MBA/PGDM preferred.
• 8-12 years of BPO/Contact Centre/Shared Services experience, with managerial exposure.
• Strong understanding of SLA management, WFM, quality and productivity management.

Responsibilities

• Lead day-to-day operations and ensure achievement of SLA, KPI, productivity, quality and customer satisfaction targets.
• Manage and mentor Team Leaders, Assistant Managers and Operations Executives.
• Monitor operational performance through MIS and dashboards.
• Ensure optimum manpower planning, scheduling, capacity utilization and resource allocation.
• Drive process adherence, quality improvement and reduction of errors, escalations and repeat issues.
• Manage client relationships and conduct regular performance reviews / governance meetings.
• Identify operational gaps and implement process improvement and cost optimization initiatives.
• Work closely with HR, Quality, Training, Workforce Management, IT and Finance teams.
• Ensure effective employee engagement, retention and performance management.
• Handle critical escalations and ensure timely resolution.
• Drive continuous improvement, automation and digital initiatives to enhance efficiency.
• Ensure compliance with company policies, client requirements, data security and process controls.
• Prepare and present operational reports, business reviews and improvement plans to senior management.
• Support business growth through process transition, new client onboarding and ramp-up activities.

Skills

BPO operations

SLA management

WFM

quality management

productivity management

people-management

analytical

problem-solving

communication

stakeholder-management

Education

Graduate/Postgraduate in any discipline

MBA/PGDM preferred

Tools

MS Excel

PowerPoint

MIS/Reporting tools

Job description

Key Responsibilities

• Lead day-to-day operations and ensure achievement of SLA, KPI, productivity, quality and customer satisfaction targets.
• Manage and mentor Team Leaders, Assistant Managers and Operations Executives.
• Monitor operational performance through daily/weekly/monthly MIS and dashboards.
• Ensure optimum manpower planning, scheduling, capacity utilization and resource allocation.
• Drive process adherence, quality improvement and reduction of errors, escalations and repeat issues.
• Manage client relationships and conduct regular performance reviews / governance meetings.
• Identify operational gaps and implement process improvement and cost optimization initiatives.
• Work closely with HR, Quality, Training, Workforce Management, IT and Finance teams.
• Ensure effective employee engagement, retention and performance management.
• Handle critical customer/client escalations and ensure timely resolution.
• Drive continuous improvement, automation and digital initiatives to enhance efficiency.
• Ensure compliance with company policies, client requirements, data security and process controls.
• Prepare and present operational reports, business reviews and improvement plans to senior management.
• Support business growth through process transition, new client onboarding and ramp-up activities.

Key Performance Indicators

Area

Key Metrics

• Service Delivery
  • SLA / TAT Achievement
  • Productivity
  • AHT, Productivity per FTE, Utilization
• Quality
  • Quality Score, Error Rate
• Customer
  • CSAT, NPS, Escalations
• People
  • Attrition, Absenteeism, Employee Engagement
• Financial
  • Cost per Transaction / Process, Budget Adherence
• Compliance
  • Process & Audit Compliance
• Improvement
  • Cost Savings, Automation & Process Improvements

Required Qualifications & Skills

• Graduate/Postgraduate in any discipline; MBA/PGDM preferred.
• 812 years of relevant BPO/Contact Centre/Shared Services experience, with at least 3–5 years in a managerial role.
• Strong understanding of BPO operations, SLA management, WFM, quality and productivity management.
• Excellent people-management and leadership skills.
• Strong analytical and problem-solving capabilities.
• Excellent communication, presentation and stakeholder-management skills.
• Proficiency in MS Excel, PowerPoint and MIS/Reporting tools.
• Experience in Lean/Six Sigma or process improvement methodologies will be an advantage.
• Ability to work in a high-volume, target-driven and client-facing environment.

Ideal Candidate

A results-oriented operations leader with strong BPO domain expertise, proven people-management capability, a customer-centric approach and the ability to translate operational data into measurable improvements in productivity, quality, profitability and customer satisfaction.