We are Hiring Manager-Operations (international BPO)

Startek (Aegis Customer Support Services Pvt. Ltd.); Bengaluru; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Startek is seeking an Operations Manager - International BPO to oversee end-to-end service delivery for international clients in Bengaluru. You will drive SLA/KPI performance, lead a team of TLs and AMs, and ensure top-tier client governance and escalation management.

The role requires overseeing resource planning and implementing process improvements to boost productivity. The candidate should bring 8–12+ years in BPO, with 4–5+ years in a managerial capacity handling international voice or

Qualifications

• 8 to 12+ years total BPO experience, with at least 4-5 years in a core managerial role handling international voice or non-voice processes.
• Bachelor's degree in any stream (MBA preferred).
• Strong data analytics skills (Excel, dashboards); exceptional client communication; people management and quality frameworks knowledge.
• Flexibility to work in rotating or US/UK shifts.

Responsibilities

• SLA & KPI Management: Track and meet client metrics, including AHT, FCR, CSAT, shrinkage, and attrition.
• People Leadership: Guide, mentor, and evaluate Team Leaders (TLs) and Assistant Managers (AMs).
• Client Management: Lead governance calls, review operational performance, and handle escalations with international clients.
• Resource Planning: Coordinate with workforce management for shift scheduling, capacity planning, and staffing requirements.
• Process Improvement: Drive root-cause analysis for metric failures and implement operational strategies to boost productivity.

Skills

Data analytics

Excel

Dashboards

Client communication

People management

Quality frameworks

Education

Bachelor's degree

MBA preferred

Job description

Role Summary

• Position: Operations Manager - International BPO
• Department: Operations / Service Delivery
• Reporting To: Senior Manager / VP of Operations

Key Responsibilities:

• SLA & KPI Management: Track and meet client metrics, including Average Handling Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSAT), shrinkage, and attrition.
• People Leadership: Guide, mentor, and evaluate Team Leaders (TLs) and Assistant Managers (AMs).
• Client Management: Lead governance calls, review operational performance, and handle escalations with international clients.
• Resource Planning: Coordinate with workforce management (WFM) for shift scheduling, capacity planning, and staffing requirements.
• Process Improvement: Drive root-cause analysis for metric failures and implement operational strategies to boost productivity.

Desired Candidate Profile:

• Experience: 8 to 12+ years of total experience in the BPO sector, with at least 45 years in a core managerial role handling international voice or non-voice processes.
• Education: Bachelors degree in any stream (Master’s/MBA preferred).
• Skills: Strong data analytical skills (Excel, dashboards), exceptional client communication, and sound knowledge of people management and quality frameworks.
• Work Environment: Flexibility to work in rotating or US/UK shifts.