FastInfo - Manager - BPO Operations

Job Title: Operations Manager (BPO Industry).

Job Location: Kolkata.

Experience: Minimum 10+ years in the BPO industry, with at least 2 years as an Operations Manager.

Job Summary:

We are seeking an experienced and results-driven Operations Manager to oversee and optimize our BPO operations.

The ideal candidate will have a strong background in workforce management, service level agreements (SLA) compliance, and advanced Excel proficiency.

This role requires excellent leadership, analytical, and problem-solving skills to drive operational excellence and improve efficiency.

Key Responsibilities:

- Oversee day-to-day BPO operations to ensure smooth functioning and efficiency.

- Manage and lead teams, ensuring high performance and motivation among staff.

- Monitor and analyze key operational metrics such as SLA adherence, attrition, shrinkage, and overall performance.

- Implement strategies to enhance productivity and reduce operational costs.

- Optimize workforce allocation and ensure proper manpower handling.

- Develop and maintain reports using advanced Excel for performance tracking and decision-making.

- Collaborate with stakeholders to identify opportunities for process improvement.

- Ensure compliance with company policies, industry regulations, and client requirements.

- Identify training needs and coordinate skill development programs for employees.

- Handle escalations and work towards effective resolution to maintain client satisfaction.

Key Requirements:

- Minimum 10 years of experience in the BPO industry, with at least 2 years in an Operations Manager role.

- Strong understanding of BPO operations, SLA management, attrition, and shrinkage control.

- Excellent leadership, people management, and decision-making skills.

- Proficiency in advanced Excel (pivot tables, VLOOKUP, macros, and data analysis).

- Ability to multitask and work in a fast-paced environment.

- Strong communication and client management skills.

- Experience in handling large teams and workforce planning.

Why Join Us?.

- Opportunity to work with a dynamic and growing team.

- Competitive compensation and career growth prospects.

- A collaborative work environment with opportunities for skill enhancement.