Walk-in | Ienergizer Gurgaon is hiring Sr. Manager Operations For UK process

Ienergizer; Gurugram District; On-site; INR 1,200,000 - 1,500,000; Full time

Job summary

iEnergizer, a leading BPO, is hiring a Senior Manager – Operations for the UK Line of Business in Gurugram. You will lead end-to-end operations, drive KPIs, and develop a high-performing team across multiple levels while coordinating with HR, Quality, WFM, and Recruitment.

The role requires managing 247 rotational shifts, with joining Immediate Joiners Preferred and salary up to 15 LPA. 5-day work week in Gurugram, Haryana.

Qualifications

• Proven experience in BPO/Contact Centre operations, preferably UK LOB.
• Experience as Senior Operations Manager or equivalent leadership role.
• Strong UK customer service operations knowledge and client delivery.

Responsibilities

• Lead end-to-end operations for the UK Line of Business.
• Drive service level, customer satisfaction, quality and productivity.
• Develop and manage Operations Managers, Team Leaders, frontline staff.
• Collaborate with HR, Training, Quality, WFM and Recruitment.
• Forecast capacity and support growth initiatives.

Job description

Job Opening: Senior Manager Operations (UK Process)

Company: iEnergizer | Location: Gurugram

iEnergizer, a leading BPO organization, is hiring an experienced and result-oriented Senior Manager – Operations to lead its UK Line of Business at the Gurugram location.

Salary: Up to 15 LPA
Working Days: 5 Days Working
Shifts: 247 Rotational Shifts
Transport: No Transport Facility
Joining: Immediate Joiners Preferred

Key Responsibilities

• Lead and manage end-to-end operations for the UK Line of Business, ensuring achievement of business objectives and operational targets.
• Drive key performance metrics, including service level, customer satisfaction, quality, productivity, attendance, attrition, and operational efficiency.
• Manage and develop Operations Managers, Team Leaders, and frontline associates to build a high-performing team.
• Manage internal and external stakeholders, ensuring effective communication, alignment on business priorities, and timely resolution of operational concerns.
• Build and maintain strong client relationships through regular business reviews, performance discussions, and action planning.
• Conduct periodic performance reviews and present operational updates, performance trends, and improvement plans to clients and senior management.
• Collaborate with HR, Training, Quality, Workforce Management (WFM), and Recruitment teams to ensure smooth business operations.
• Identify performance gaps, conduct root cause analysis, and implement corrective and preventive action plans.
• Drive process improvements, cost optimization, productivity, and operational efficiency.
• Ensure compliance with client requirements, company policies, data security standards, and applicable operational guidelines.
• Develop strategies for employee engagement, talent retention, leadership development, and attrition control.
• Manage escalations effectively and ensure timely resolution of client and employee concerns.
• Forecast operational requirements and coordinate capacity planning, resource utilization, and business continuity.
• Support business growth, new initiatives, process transitions, and ramp-ups as per client requirements.

Candidate Requirements

• Proven experience in BPO/Contact Centre operations, preferably managing a UK Line of Business.
• Prior experience as a Senior Operations Manager, Senior Manager – Operations, or in a comparable leadership position.
• Strong understanding of UK customer service operations, contact centre metrics, and client delivery expectations.
• Demonstrated experience managing large teams and multiple levels of operational leadership.
• Excellent stakeholder management skills, including handling client relationships and senior management interactions.
• Strong analytical, decision‑making, problem‑solving, and escalation management capabilities.
• Excellent communication, presentation, negotiation, and relationship management skills.
• Experience driving operational performance, employee engagement, process improvements, and business growth.
• Ability to work in a fast‑paced environment and manage multiple priorities.
• Flexibility to work in 247 rotational shifts as per business requirements.

Job Highlights

• Position: Senior Manager – Operations
• Process: UK Line of Business
• Salary: Up to 15 LPA, depending on experience and suitability.
• Location: iEnergizer, Gurugram, Haryana.
• Working Days: 5 days a week.
• Shifts: 247 rotational shifts.
• Transport Facility: Not available.
• Joining Preference: Immediate joiners preferred.

Contact & Interview Details

HR Contact Person: Vinay (HR)
Contact Number: 9910155221

Interview Venue:
iEnergizer
Plot No. 397, Udyog Vihar, Phase 3, Gurgaon, Haryana.