The Operations Manager is responsible for overseeing daily operations, ensuring achievement of client and internal performance metrics, and driving overall business performance. This role manages account profitability, operational efficiency, and team development while serving as a key liaison between the organization and client stakeholders.

Client Performance & Service Delivery
Ensure compliance with client performance metrics to drive satisfaction and exceed expectations, including
Scorecard performance
Quality
Adherence
Turnaround Time
Throughput
Analyze reports and staffing patterns to maintain required service levels
Conduct Focus Group Discussions (FGDs) to identify and address employee concerns
Operational & Financial Management
Manage account performance against internal metrics, including
Manpower Utilization
Attrition
Productivity (Production Hours)
Forecast revenue and expenses to meet revenue and EBIT targets
Monitor productivity (paid hours vs. productive hours)
Analyze operating costs (direct and indirect) and identify optimization opportunities
Drive initiatives that positively impact financial performance
Client & Stakeholder Management
Act as the primary point of contact for Vendor Management Offices (US-based)
Lead and participate in client meetings and conference calls
Provide regular performance updates and insights
Manage and escalate operational issues in a timely manner
Communicate via email, chat, and other collaboration tools
Performance Analysis & Continuous Improvement
Analyze operational results to identify trends, gaps, and opportunities
Develop and implement strategic action plans and process improvements
Present insights, recommendations, and updates during management committee meetings
Drive initiatives to improve efficiency, quality, and customer satisfaction
Talent Development & Leadership
Identify, develop, and retain high-potential employees
Provide regular coaching, feedback, and performance evaluations
Recommend and implement training programs
Assess leadership gaps and create development plans
People & Workforce Management
Lead workforce planning and forecasting to meet FTE requirements
Oversee staffing, scheduling, and intraday management
Develop programs to enhance employee engagement and morale
Promote effective communication across teams
Ensure a positive and productive work environment
Core Operational Leadership
Lead daily operations and ensure SLA and KPI achievement
Oversee shared support across multiple programs, ensuring balanced resource allocation
Manage, coach, and develop Supervisors and Team Leads
Conduct performance reviews, calibrations, and coaching sessions
Drive continuous improvement (AHT reduction, CSAT improvement, process optimization)
Prepare and deliver business reviews (weekly/monthly) to clients and leadership
Ensure compliance with company policies and regulatory requirements
Collaborate with QA, WFM, Training, and HR teams
Manage escalations and ensure timely resolution
Support new hire onboarding, nesting, and ramp-up
3-5+ years of experience in BPO or contact center operations
At least 3 years of experience in an Operations Manager role
Proven experience managing Supervisors/Team Leads and large teams
Strong knowledge of key metrics AHT, CSAT, QA, SLA, shrinkage, utilization
Experience in client-facing roles and business reviews
Excellent communication and stakeholder management skills
Strong analytical and problem-solving abilities
Proficiency in CRM tools, WFM systems, QA platforms, and reporting dashboards
Background in workforce planning, forecasting, and capacity management

MANAGER, OPERATIONS