Job description:
Job Title: BPO Operations Manager
Company: Jaagruk Bharat
Joining: Immediate
Work Mode: Work from office
Role Overview
We are looking for a high-ownership Operations Manager to lead Jaagruk Bharat’s B2C service delivery. This role is not just about managing people — it’s about driving output, reducing TAT, fixing inefficiencies, and building a scalable operations system.
You will be responsible for ensuring that services are delivered fast, accurately, and consistently, while building processes that can scale across operators, freelancers, and automation.
Key Responsibilities
1. Service Delivery & Output
- Ensure daily service delivery targets are met across all active services
- Reduce turnaround time (TAT) and improve completion rates
- Maintain high service quality and accuracy
2. Team Management & Productivity
- Manage and drive performance of operators (in-house + freelancers)
- Track output per operator and ensure productivity benchmarks
- Identify low performers and take corrective actions quickly
- Build a disciplined, accountable operations culture
3. Process & SOP Management
- Create, refine, and enforce clear SOPs for all services
- Standardize workflows to reduce dependency on individuals
- Continuously improve processes to increase efficiency
4. Problem Solving & Escalations
- Handle day-to-day operational issues and unblock teams
- Take ownership of escalations and ensure quick resolution
- Solve on-ground challenges related to portals, users, or team
5. Reporting & Metrics
- Track key metrics: TAT, output, pending cases, error rates
- Share daily and weekly performance reports
- Use data to identify bottlenecks and improve performance
6. Service Expansion & Training
- Support onboarding of new services with clear execution plans
- Train team members on new workflows and tools
- Ensure smooth rollout and adoption of new services
What We’re Looking For
- 4–6 years of experience in operations / BPO / service delivery roles
- Strong experience in team management and target-driven environments
- Ability to drive execution, not just manage people
- Comfortable working in high-pressure, fast-paced setups
- Strong problem-solving and decision-making ability
- Good communication and coordination skills
- Preferred Qualifications
- Experience managing 10–20+ member teams
- Exposure to service-based or transaction-heavy operations
- Experience with performance tracking, dashboards, and reporting
What We Offer
- Opportunity to work in a mission-driven startup
- High ownership and learning opportunities
- Growth opportunities as the organization scales
Job Types: Full-time, Permanent
Benefits:
- Paid time off
- Provident Fund
- On-Demand Hybrid
- Fixed Pay + Variable Incentives (Post 6 Months Service)
- Company Provided Assets
Work Location: On-Site
Job Type: Full-time
Work Location: In person
Job Types: Full-time, Permanent
Pay: ₹30,000.00 - ₹40,000.00 per month
Work Location: In person
