AIonOS - Senior Manager - Operations

About the job:

- We are seeking a dynamic and experiencedSenior Operations Manager Logistics to oversee and drive logistics-related operations in our BPO environment.

- The ideal candidate will have strong leadership skills, a solid background in supply chain/logistics processes, and a proven track record in managing high-performance teams in a BPO setup.

- This role will be critical in ensuring service delivery excellence, process optimization, and meeting SLAs for our logistics clients.

Key Responsibilities:

- Manage day-to-day logistics BPO operations, ensuring adherence to KPIs and SLAs.

- Lead, coach, and motivate a team of supervisors, team leads, and agents across various shifts.

- Oversee logistics processes such as order fulfillment, shipment tracking, returns, last-mile delivery coordination, and warehouse support.

- Collaborate with clients to understand business requirements, implement process improvements, and enhance customer satisfaction.

- Monitor real-time performance metrics and initiate corrective actions as needed.

- Drive continuous improvement initiatives using Lean, Six Sigma, or similar methodologies.

- Prepare regular reports, dashboards, and insights for internal and client stakeholders.

- Manage staffing, scheduling, and workforce planning to ensure coverage and productivity.

- Ensure compliance with data security, confidentiality, and industry standards.

- Handle escalations, risk management, and problem resolution in a timely and professional manner.

Required Qualifications:

- Master's/Bachelors degree in business, Logistics, Supply Chain Management, or a related field.

- Minimum 10+ years of experience in BPO operations, with at least 5+ years in a logistics-related account or process.

- Strong understanding of logistics and supply chain processes, including transportation, warehousing, and customer service.

- Experience in managing large teams in a fast-paced, metrics-driven environment.

- Excellent communication, analytical, and interpersonal skills.

- Proficiency in logistics software/tools and BPO CRM platforms.

- Ability to work flexible hours, including night shifts, weekends, and holidays, as required by client operations.

Preferred Qualifications:

- Certification in Lean, Six Sigma, or Project Management.

- Experience working with international clients or in a global logistics environment.

- Knowledge of tools like SAP, Oracle SCM, or WMS platforms.

What We Offer:

- Competitive salary and performance-based incentives

- Health and wellness benefits

- Opportunities for career advancement and professional development

- Dynamic and inclusive work environment