Senior Manager

Globiva; New Delhi, Gurugram District; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

Globiva is seeking a Senior Manager BPO in Gurgaon to lead large-scale operations and drive performance across multiple teams. You will own KPI delivery, client reviews, and continuous improvement programs while coordinating with Quality, Training, WFM, and HR functions to meet service targets.

The role requires 7-13+ years in BPO/Operations with strong leadership and a proven ability to manage complex processes and stakeholder relationships.

Qualifications

• Excellent communication and stakeholder-management skills.
• Strong knowledge of BPO metrics, MIS and operational dashboards.
• Good analytical, problem-solving and decision-making skills.
• Strong leadership and people-management capabilities.

Responsibilities

• Manage and lead multiple teams/processes and ensure smooth day-to-day operations.
• Drive achievement of KPI, SLA, AHT, CSAT, Quality, Productivity, Attrition and Shrinkage targets.
• Monitor process performance and identify opportunities for improvement.
• Conduct regular performance reviews and implement action plans wherever required.
• Lead and mentor Operations Managers, Team Leaders and other senior team members.
• Ensure effective manpower planning, staffing and capacity utilization.
• Work closely with Quality, Training, WFM, HR and other support functions.
• Handle client communication, business reviews and escalations.
• Prepare and present MIS, dashboards and performance reports to senior management/client.
• Drive process improvement, cost optimization and operational excellence.
• Ensure compliance with company policies, client requirements and process guidelines.
• Manage escalations and ensure timely resolution of customer/business issues.
• Develop strategies to improve employee engagement and reduce attrition.

Skills

Leadership

Stakeholder management

Communication

Analytical thinking

Problem solving

Decision making

People management

BPO experience

Job description

Senior Manager BPO

Location: Gurgaon

Experience: 7-13 + Years

Shift: As per business requirement

Industry: BPO

Job Summary

We are looking for an experienced and result-oriented Senior Manager to manage large-scale BPO operations, drive business performance, and ensure achievement of operational, quality, and customer experience targets.

Key Responsibilities

• Manage and lead multiple teams/processes and ensure smooth day-to-day operations.
• Drive achievement of KPI, SLA, AHT, CSAT, Quality, Productivity, Attrition and Shrinkage targets.
• Monitor process performance and identify opportunities for improvement.
• Conduct regular performance reviews and implement action plans wherever required.
• Lead and mentor Operations Managers, Team Leaders and other senior team members.
• Ensure effective manpower planning, staffing and capacity utilization.
• Work closely with Quality, Training, WFM, HR and other support functions.
• Handle client communication, business reviews and escalations.
• Prepare and present MIS, dashboards and performance reports to senior management/client.
• Drive process improvement, cost optimization and operational excellence.
• Ensure compliance with company policies, client requirements and process guidelines.
• Manage escalations and ensure timely resolution of customer/business issues.
• Develop strategies to improve employee engagement and reduce attrition.

Requirements

• 7-13+ years of experience in BPO/Operations.
• Minimum 23 years of experience in a Senior Manager/Operations Manager role.
• Strong experience in managing large teams and multiple processes.
• Excellent communication and stakeholder-management skills.
• Strong knowledge of BPO metrics, MIS and operational dashboards.
• Good analytical, problem-solving and decision-making skills.
• Strong leadership and people-management capabilities.
• Candidates with relevant BPO experience will be preferred.