Senior Operations Manager

Career Guideline; Pune District; On-site; INR 2,500,000 - 3,600,000; Full time

Job summary

Career Guideline is seeking an Senior Process Manager for Customer Operations (Voice/Chat) in Pune. The role demands 9–12 years of international BPO operations experience and leadership of multiple teams to meet KPIs and customer satisfaction.

The candidate should have a graduate or postgraduate degree and preferably background in CS/CA. The position requires 24x7 rotational shifts, strong stakeholder management, and a track record of process improvement in telecom/customer support environments.

Qualifications

• Graduate or postgraduate degree required.
• Strong leadership and people management abilities.
• Excellent analytical and problem-solving skills.
• Experience in KPI, SLA, quality, and productivity management.
• Excellent communication and presentation skills.
• Ability to lead large teams in a fast-paced environment.
• Knowledge of telecom troubleshooting and customer operations is preferred.

Responsibilities

• Lead and manage multiple operational teams to achieve business goals.
• Drive KPIs, SLAs, productivity, quality, and customer satisfaction.
• Prepare and analyze operational performance reports and MIS.
• Conduct client reviews, calibrations, and governance meetings.
• Resolve client escalations and ensure timely query resolution.
• Implement process improvement initiatives to boost efficiency.
• Coach and mentor Team Leaders and Floor Support teams.
• Conduct audits, quality checks, and performance reviews.
• Identify training needs and ensure upskilling.
• Manage bottom-quartile performance and development plans.
• Drive employee engagement and career progression.
• Ensure compliance with policies and information security standards.
• Handle major operational incidents and drive resolutions.
• Manage client MBRs, QBRs, and governance reviews.

Skills

People management

Stakeholder management

Operations management

Process excellence

Analytical thinking

KPI / SLA management

Communication & presentation

Telecom knowledge

Education

Graduate / Postgraduate in any discipline

Preferred: CS/CA or related field

Job description

Senior Process Manager Customer Operations (Voice/Chat)

Location -Pune

Employment Type

Full-Time

Shift

24x7 Rotational / Flexible

Experience

9 -12 Years

Qualification

Graduate / Postgraduate in any discipline

Preferred: Computer Science, Computer Applications, or related field

Preferred Background

• International BPO Operations
• Chat & Voice Process
• Customer Support / Technical Support
• Telecom / Cable Industry
• Retention Sales

Key Responsibilities

• Lead and manage multiple operational teams to achieve business goals.
• Drive KPIs, SLAs, productivity, quality, and customer satisfaction.
• Prepare and analyze operational performance reports and MIS.
• Conduct client reviews, calibrations, and business meetings.
• Resolve client escalations and ensure timely query resolution.
• Implement process improvement initiatives to enhance operational efficiency.
• Coach and mentor Team Leaders and Floor Support teams.
• Conduct audits, quality checks, and regular performance reviews.
• Identify training needs and ensure continuous upskilling of teams.
• Manage bottom-quartile performance and employee development plans.
• Drive employee engagement, retention, and career progression.
• Ensure compliance with organizational policies and information security standards.
• Handle major operational incidents and drive effective resolutions.
• Manage client MBRs, QBRs, and governance reviews.

Required Skills

• Strong people management and leadership skills.
• Excellent client and stakeholder management.
• Expertise in Operations Management and Process Excellence.
• Strong analytical and problem-solving abilities.
• Experience in KPI, SLA, Quality, Productivity, and Workforce Management.
• Excellent communication and presentation skills.
• Ability to lead large teams in a fast-paced environment.
• Knowledge of Telecom troubleshooting and customer operations is preferred.

What We're Looking For

A dynamic operations leader with proven experience in managing large teams within an International BPO environment. The ideal candidate should possess strong operational excellence, client management, process improvement, and people leadership skills while consistently delivering exceptional customer experiences.