Innover Digital - Operations Manager - BPO (5-8 yrs)

Position Title : Operations Manager.

Reports To : Director of Operations.

Location : Kolkata, Work from office - 5 days.

Department : Operations Shift: US Shift (Can be rotational).

Job Summary :

- The Operations Manager for International BPO is responsible for overseeing the day-to-day operations of the business process outsourcing (BPO) functions, ensuring efficiency, quality, and client satisfaction.

- This role involves managing a team of supervisors, ensuring alignment with international service level agreements (SLAs), and driving continuous improvement initiatives across all processes.

- The Operations Manager will work closely with cross-functional teams to deliver seamless service delivery to clients across multiple geographies and time zones.

Key Responsibilities:.

Operational Management:

- Oversee the operational performance of BPO services across multiple international locations, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).

- Manage the daily workflow, scheduling, and resource allocation to ensure optimal productivity and cost-efficiency.

- Ensure high-quality delivery of services to clients, maintaining a focus on customer satisfaction and operational excellence.

- Lead and support the team in delivering process improvements and problem resolutions on an ongoing basis.

Team Leadership & Development:

- Lead and mentor a diverse team of supervisors, team leaders, and agents across multiple shifts and regions.

- Foster a high-performance culture through regular feedback, coaching, and training, ensuring that the team is equipped with the skills needed to meet organizational and client goals.

- Conduct regular performance reviews, set clear objectives, and develop individual growth plans for direct reports.

Client Relationship Management:

- Act as the primary point of contact for international clients regarding operational concerns, ensuring alignment with client expectations and delivering solutions to issues as they arise.

- Participate in client meetings and presentations, ensuring that client requirements are understood and executed within the operational framework.

- Proactively manage client expectations, escalating issues as necessary and ensuring timely resolutions.

Process Improvement & Efficiency:

- Identify opportunities for process improvements and efficiency gains across the operations, and lead the implementation of best practices.

- Work with quality assurance teams to ensure compliance with internal and external quality standards.

- Use data analytics and performance metrics to drive informed decision-making, track trends, and identify areas for operational optimization.

Budget & Resource Management:.

- Manage operational budgets and ensure cost control measures are in place while maintaining high service levels.

- Forecast resource needs based on workload, client expectations, and business growth, and collaborate with HR and recruitment teams to ensure proper staffing levels.

Compliance & Risk Management:

- Ensure that the BPO operations comply with all local, regional, and international regulatory requirements, including data privacy, security, and industry-specific guidelines.

- Oversee risk management practices, identify potential operational risks, and implement mitigation strategies to minimize business disruption.

Reporting & Documentation:.

- Prepare regular reports for senior management and clients on operational performance, highlighting key achievements, challenges, and opportunities.

- Maintain accurate records of all operational processes, escalations, and client communications to ensure proper documentation and audit trails.

Skills & Qualifications:.

Experience:.

- Minimum of 5-8 years of experience in BPO operations management, with at least 2-3 years in a leadership role managing international teams and clients.

- Proven track record in managing cross-functional teams in a high-volume, fast-paced environment.

Technical Skills:.

- Strong understanding of BPO operations, CRM systems, workforce management tools, and business analytics platforms.

- Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word); experience with advanced data analytics and reporting tools (e.g, Tableau, Power BI) is a plus.

Communication Skills:.

- Excellent verbal and written communication skills, with the ability to engage with clients and stakeholders at all levels.

- Strong interpersonal skills to motivate, coach, and develop teams across diverse cultural backgrounds.

Leadership & Problem Solving:.

- Strong leadership skills with the ability to manage, inspire, and develop teams to achieve performance goals.

- Excellent problem-solving skills, with the ability to make quick decisions under pressure and manage complex operational challenges.

Cultural Sensitivity:.

- Experience working with international teams and a strong understanding of cultural nuances and their impact on business operations.

Additional Requirements:.

- Flexibility to work across different time zones, depending on client needs.

- Ability to travel internationally, if required