Foundever - Senior Operations Manager

Position: Senior Operations Manager

Experience: 15+ Years (6+ months as Senior Manager)

Location: Airoli, Navi Mumbai, India

Job Summary

We are looking for a highly experienced and strategic Senior Operations Manager with 15+ years of total experience, including at least 6 months of documented experience as a Senior Manager. The ideal candidate must come from a BPO/BPM background, with a strong preference for experience in the telecom domain within an international contact center. This role is open exclusively to diversity candidates and requires an on-site presence. You will be responsible for leading large teams, managing client relationships, and driving operational excellence to meet corporate and client objectives.

Key Responsibilities

Operational Leadership & Management:

- Lead and manage large teams, including Managers, Assistant Managers, and Team Leaders, to ensure operational efficiency.

- Drive and implement client strategies to meet and exceed client and corporate goals.

- Ensure appropriate communication and escalation of client issues to various levels of site and operations management.

Process & Performance Management:

- Oversee day-to-day operations in a 24x7 US shift environment, with the flexibility to stretch work hours as needed.

- Utilize strong leadership and interpersonal skills to manage large groups and maintain successful customer relationships.

- Leverage a strong background in international voice operations, with an added advantage for outbound experience.

Client & Stakeholder Relations:

- Serve as a key point of contact for clients, ensuring their needs are met and building long-lasting relationships.

- Drive client satisfaction by ensuring timely issue resolution and effective communication.

Required Skills & Qualifications

Core Experience:

- 15+ years of total professional experience.

- A minimum of 6 months of documented experience as a Senior Manager on paper.

- Mandatory background in the BPO/BPM sector, with a preference for telecom domain experience.

Education:

- Any graduate/post graduate degree or a 4-year diploma.

- A college degree in Business Management/Administration or an equivalent combination of education and directly related experience is highly preferred.

Professional Attributes:

- Strong leadership skills with the ability to manage and mentor large teams.

- Excellent verbal/written communication and facilitation skills.

- Strong interpersonal skills and a proven track record of successful customer relationship management.