Job Title: Operations Manager
Department: Operations
Location: Bhopal
Experience Required: 1–2 years as Assistant Manager / Manager (BPO or similar domain preferred)
Job Summary:
The Operations Manager will be responsible for overseeing day-to-day operations, ensuring delivery quality, managing client relationships,
and driving performance through data-driven decision-making. The role requires strong expertise in Advanced Excel, operations reporting,
quality monitoring, training coordination, and team leadership.
Key Responsibilities:
Operations & Performance Management
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Manage end-to-end operations to achieve process KPIs, SLAs, and client expectations.
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Monitor team performance, identify gaps, and implement corrective action plans.
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Coordinate with cross-functional teams (HR, Quality, Training, MIS, etc.) for smooth workflow execution.
Client & Stakeholder Management
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Act as a single point of contact for clients regarding performance updates, reporting, and escalations.
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Conduct weekly/monthly business reviews with clients and management.
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Build and maintain strong client relationships through proactive communication.
Reporting & Data Analysis
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Prepare and publish daily, weekly, and monthly operation performance dashboards using Advanced Excel.
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Analyze data trends, shrinkage, productivity, revenue leakage, and provide actionable insights.
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Create MIS and business summary reports for internal and external stakeholders.
Quality & Training Coordination
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Coordinate with Quality & Training teams to ensure process accuracy and continuous performance improvement.
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Monitor audit scores, feedback, and implement training needs based on performance gaps.
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Drive a culture of quality, compliance, and process excellence.
Team Leadership
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Lead, mentor, and motivate team members to achieve individual and process-level targets.
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Conduct coaching sessions, performance reviews, and skill development activities.
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Foster a positive, disciplined, and performance-driven work environment.
Required Skills & Competencies
✅ Advanced Excel (Pivot, VLOOKUP, XLOOKUP, Power Query, Dashboarding, MIS)
✅ Strong knowledge of Quality, Training, and Operations processes
✅ Client handling & communication skills
✅ Data analysis & reporting expertise
✅ Leadership, problem-solving, and decision-making ability
✅ Ability to work under pressure and manage multiple tasks
Eligibility & Qualifications
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Bachelor’s degree (MBA preferred but not mandatory)
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1–2 years’ experience as Assistant Manager / Manager (preferably in BPO / outsourcing / operations domain)
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Knowledge of process SLAs, workforce planning, and performance management
Salary Range: Up to 5 LPA
Employment Type: Full Time
Job Types: Full-time, Permanent
Benefits:
Education:
Language:
Work Location: In person
Job Type: Full-time
Work Location: In person
Job Types: Full-time, Permanent
Work Location: In person
