We are seeking a highly motivated and experienced Operations Manager to lead our International Voice Process operations in Pune.

This critical role demands a proven leader with a strong background in managing large teams within a BPO environment, specifically handling international voice processes.

The ideal candidate will be adept at driving operational excellence, achieving client SLAs, maximizing revenue generation, and fostering a positive and high-performing work culture.

You will be responsible for managing a team of Team Leaders, Assistant Managers, and Deputy Managers, ensuring the delivery of exceptional service and the achievement of key performance metrics.

Responsibilities:

- Analyze and maintain all Client Service Level Agreements (SLAs), proactively identifying and implementing improvement plans to exceed client expectations.

- Cultivate and maximize strong relationships with client partners, serving as a key point of contact for operational matters.

- Attend business reviews with the client, presenting performance data and strategic initiatives.

- Maximize revenue generation by effectively managing operational costs and contributing to long and short-term financial projects.

- This includes meticulous data collection for billable/non-billable hours, accurate forecasting, and active participation in the budgeting process.

- Select, train, develop, and effectively manage the performance of direct reports (Team Leaders, Assistant Managers, Deputy Managers) and their respective teams.

- This encompasses planning and assigning work, setting clear expectations, providing regular feedback, and ensuring adherence to the organizations policies and legal requirements.

- Conduct regular one-on-one meetings to review individual and team performance, providing ongoing developmental coaching and guidance.

- Manage and meticulously review critical operational reports, including Attendance adherence, Performance Feedback (PFP), Client scorecards, and comprehensive Metrics management reports.

- Analyze trends, identify areas for improvement, and implement effective strategies to enhance performance across all key metrics.

- Provide strong leadership and clear guidance to direct reports to ensure the consistent administration of company policies and standards.

- Define and implement any necessary corrective actions to address performance gaps and ensure operational targets are consistently met.

- Foster a positive and engaging work environment that motivates and retains top talent.

- Proactively address and resolve employee relations issues in a professional and timely manner, ensuring a fair and equitable workplace.

- Actively participate in cross-functional meetings involving operational support functions such as Training, HR, Quality, Workforce Management (WFM), and Talent Acquisition (TA).

- Effectively review information received, collaborate to define robust action plans, and drive continuous improvement initiatives across the operation.

Candidate Profile:

- Bachelor's or Master's degree in a related field is preferred.

- Minimum of 5+ years of overall experience.

- Proven experience working in an International Voice Process within a BPO setting.

- Minimum 1+ year of experience as an Operations Manager with demonstrable success in managing teams and achieving operational targets.

- Must have held the role of "Ops Manager On papers" in a BPO organization.

- Preferred: More than eight years of overall experience with at least two years of progressive management experience.

- Demonstrated deep understanding and ability to effectively manage and improve key operational metrics.

- Proven ability to coach and develop action plans that maximize individual and team performance, providing effective and constructive feedback.

- Demonstrated ability to analyze existing work processes, identify inefficiencies, and implement effective improvements.

- Willingness to work a flexible schedule to meet the demands of a 24/7 international operation.

- Qualification: Graduate / Postgraduate