Senior Operations Manager

IntouchCX; Hyderabad; On-site; INR 1,500,000 - 1,900,000; Full time

Job summary

IntouchCX, Hyderabad, is seeking a Senior Operations Manager to drive performance and operational excellence across partner operations. You will lead planning, staffing and direction of multiple teams, review daily performance, and implement training and incentives to reach targets.

The ideal candidate has 5–7 years of management experience in call centers, plus a business diploma or degree, strong client relationships, budgeting and statistics expertise, and excellent communication,

Qualifications

• 5 to 7 years of management experience in the call center industry.
• Client relationship management experience.
• Experience with managing budgets and understanding statistics.
• Experience maintaining and developing operational statistics, financial management information and results reporting.
• Excellent communication skills, both verbal and written.
• Above average organizational and time management skills.
• Ability to work under tight deadlines.
• Ability to implement change and innovation.
• Ability to communicate with various positions and departments.

Responsibilities

• Ensure proper planning, staffing, and direction of operational functions.
• Review team performance daily to ensure optimal production is reached.
• Ensure proficient training and staff development is achieved across all teams.
• Develop and execute motivational incentives on the floor.
• Be responsible for ramp-up drives and goals.
• Analyze reports and program data, highlighting KPIs.
• Create action plans for continuous improvement.
• Ensure Service Level Agreements are met with optimum quality & service.
• Authorize and coordinate staffing schedule changes.
• Participate in partner calls and meetings.

Skills

Management experience

Client relationship management

Budget management

Operational statistics

Communication skills

Organizational skills

Deadline driven

Change and innovation

Education

Business diploma/degree

Job description

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About The Job

Are you looking for an exciting new challenge? IntouchCX is looking for you! As one of the world’s leading outsourcing companies, IntouchCX is seeking our next generation of leaders. By fostering a bold and competitive culture, we set the bar for excellence, both internally and within the BPO industry. We’re hiring a Senior Operations Manager to drive performance and operational excellence for our partners. Our ideal candidate is a leader with a drive to deliver extraordinary results. This role requires a fearless attitude and a passion to contribute to our culture.

As Senior Operations Manager, You Will…

• Ensure proper planning, staffing, and direction of operational functions
• Review team performance daily to ensure optimal production is reached
• Ensure proficient training and staff development is achieved across all teams
• Develop and execute motivational incentives on the floor
• Be responsible for ramp-up drives and goals
• Analyze reports and program data, highlighting Key Performance Indicators (KPIs)
• Create action plans for continuous improvement
• Ensure Service Level Agreements are met with optimum quality & service
• Authorize and coordinate staffing schedule changes
• Participate in partner calls and meetings

As Senior Operations Manager, You Have…

• 5 to 7 years of management experience in the call center industry
• A post-secondary diploma or degree with a major in Business
• Client relationship management experience
• Experience with managing budgets and understanding statistics
• Experience maintaining and developing operational statistics, financial management information and results reporting
• Excellent communication skills, both verbal and written
• Above average organizational and time management skills
• Ability to work under tight deadlines
• Ability to implement change and innovation
• Ability to communicate with various positions and departments