Senior Operation Manager

Tagbin Services; Gurugram District; On-site; INR 2,000,000 - 4,000,000; Full time

Job summary

Tagbin Services seeks a Senior Operations Manager to lead BPO operations in Gurugram, Haryana, India. This on-site role emphasizes strong leadership, client management, and data-driven process improvements.

You will drive SLA/KPI performance, leverage AI/ML for workforce planning, and coordinate with cross-functional teams. The ideal candidate has a track record in large-team management, ERP systems, and advanced Excel skills (VBA, Power BI).

Qualifications

• Strong leadership and team management with a digital focus.
• Extensive BPO operations and client management experience.
• Expertise in SLA and KPI management with analytics.
• Proficiency in workforce planning with AI and machine learning.
• Excellent communication and problem-solving skills.
• Advanced Excel and reporting skills, including VBA and Power BI.
• Graduate or MBA preferred, with relevant certifications.
• Proven track record of managing large teams with ERP systems.

Responsibilities

• Lead teams using advanced leadership and data analytics.
• Monitor SLAs, KPIs, and quality metrics with automated tools.
• Manage client relationships and handle escalations with CRM systems.
• Optimize resources using predictive analytics and AI tools.
• Implement process improvements with Lean Six Sigma and automation.
• Coordinate with HR, quality, and support functions using enterprise systems.
• Prepare MIS reports using business intelligence platforms.
• Ensure customer satisfaction and compliance through feedback and audits.

Skills

Leadership

Team management

Data analytics

Communication

Problem solving

Excel

VBA

Power BI

AI

Machine learning

Education

MBA

Graduate degree

Tools

Excel

Power BI

VBA

ERP systems

CRM systems

Job description

ABOUT THE ROLE

Join us as a Senior Operations Manager in Gurugram, Haryana, India. This full-time, on-site position requires joining within 60 days. Oversee BPO operations, manage teams, ensure high-quality service delivery, enhance client relationships, and implement process improvements using the latest technologies.

KEY RESPONSIBILITIES

1. Lead teams using advanced leadership and data analytics.
2. Monitor SLAs, KPIs, and quality metrics with automated tools.
3. Manage client relationships and handle escalations with CRM systems.
4. Optimize resources using predictive analytics and AI tools.
5. Implement process improvements with Lean Six Sigma and automation.
6. Coordinate with HR, quality, and support functions using enterprise systems.
7. Prepare MIS reports using business intelligence platforms.
8. Ensure customer satisfaction and compliance through feedback and audits.

REQUIRED SKILLS AND EXPERIENCE

1. Strong leadership and team management with a digital focus.
2. Extensive BPO operations and client management experience.
3. Expertise in SLA and KPI management with analytics.
4. Proficiency in workforce planning with AI and machine learning.
5. Excellent communication and problem-solving skills.
6. Advanced Excel and reporting skills, including VBA and Power BI.
7. Graduate or MBA preferred, with relevant certifications.
8. Proven track record of managing large teams with ERP systems.

WHAT WE OFFER

Join a dynamic team with opportunities for growth. Work on exciting projects with government and private clients, in a company that values innovation and technical excellence.