Senior Operations Manager

IntouchCX; Hyderabad; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

IntouchCX in Hyderabad is seeking a Senior Operations Manager to drive performance and operational excellence for partner engagements. You will plan staffing, monitor KPIs, mentor teams, and implement changes that improve service levels while managing budgets and client relationships.

This role demands strong communication, organization, and the ability to meet tight deadlines. You will lead operations, oversee budgeting, and coordinate with various departments to ensure SLAs are met with

Qualifications

• 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

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 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

Skills

Call center management

Budgeting & metrics

Client relationship mgmt

Communication skills

Organizational skills

Change management

Education

Business degree or diploma

Job description

About the Job

Are you looking for an exciting new challenge? IntouchCX is looking for you!

As one of the worlds 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