We are looking for a Sr. Manager – Operations who can lead large teams, improve performance, control attrition, manage quality, and ensure smooth daily operations while maintaining strong client relationships.
Key Responsibilities
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Control attrition by solving employee issues, helping new joiners, and using EWS/retention tools.
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Ensure quality by doing daily audits and giving clear feedback based on agent performance and experience.
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Handle client escalations, close them properly, and keep accurate records.
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Manage staffing, reduce shrinkage, and make sure teams follow rosters and shift timings.
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Drive performance using goal sheets, clear targets, and regular performance reviews.
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Conduct daily team briefings and updates to keep everyone aligned with process goals and product knowledge.
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Identify low performers and create action plans to help them improve.
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Work closely with TLs and AMs to maintain stable and productive operations.
