Operations Manager/Ops Manager/International BPO

Hiresquad; Gurugram District; On-site; INR 1,260,000 - 1,540,000; Full time

Job summary

Hiresquad in Gurgaon is hiring an Operations Manager with 8+ years of experience, including international voice process. You will lead a large team, ensure SLA adherence, and drive continuous improvements across operations.

The role requires strong leadership, capacity planning, and FMEA skills, with a focus on process optimization and client relationship management. This is an on-site position with a 24/7 shift pattern in a fast-paced BPO environment.

Qualifications

• 8+ years of overall experience in BPO/operations.
• Experience in international voice process is mandatory.
• Strong in process improvement and capacity planning.

Responsibilities

• Manage a team of 100-150 executives supporting Voice operations.
• Ensure compliance with client SLAs and implement improvement plans.
• Drive revenue growth through forecasting, budgeting, and resource optimization.
• Lead, train, and develop team leads, assistants, and deputies.
• Monitor key operational reports and performance metrics.
• Build and sustain client relationships; attend business reviews.
• Provide leadership, coaching, and corrective actions to meet goals.
• Collaborate with HR, Training, Quality, WFM, and TA for improvements.
• Work in a 24/7 shift environment.

Skills

Leadership

Communication

Capacity Planning

FMEA

Operations Metrics

Operations Management

Education

Graduate

Job description

Leading BPO in Gurgaon

Hiring for Operations Manager

Must be Ops Manager On papers in International BPO

Experience in International Voice Process is Mandatory

Must be strong in Operations Matrices, FMEA, Capacity Planning

Overall Experience 8+ Years

Mode of Interview- Virtual

Work From Office

CTC UTO 14LPA based on Last CTC & Experience

Manage a team of at least 100-150 executives supporting Voice operations

• Ensure compliance with client SLAs and implement improvement plans.
• Drive revenue growth through forecasting, budgeting, and resource optimization.
• Lead, train, and develop team leaders, assistant managers, and deputies.
• Monitor key operational reports and performance metrics.
• Build and sustain strong client relationships; attend business reviews.
• Provide leadership, coaching, and corrective actions to meet performance goals.
• Conduct regular oneonones and deliver developmental feedback.
• Foster employee engagement and resolve workplace issues professionally.
• Collaborate with HR, Training, Quality, WFM, and TA for continuous improvement.
• Candidate must have 8+ years experience (2+ in management), strong communication, process improvement skills, and flexibility to work varied schedules.
• Flexible and willing to work in a 24/7 shift environment.

Qualification: Graduate