Senior Operations Manager

Hiring: Senior Operations Manager

Location

Hyderabad

Employment Type

Full-Time

Compensation

CTC: Up to 18 LPA (Best in the industry, based on experience, skills, and interview performance)

Experience

• Minimum 4 years of experience in a Manager role or above in an International Voice Process BPO.
• Overall BPO experience of 8+ years is preferred.
• Must have experience managing large teams in an International Voice Process.

Education

• Graduate in any discipline (Mandatory)

Notice Period: Immediate Joiners Only

About the Role

We are looking for an experienced and business-driven Senior Operations Manager to lead operations for a high-performing International Voice Process. The ideal candidate should have exceptional business acumen, a strong understanding of BPO operations, and proven expertise in client management, stakeholder engagement, operational excellence, and people leadership.

The successful candidate will be responsible for driving operational performance, ensuring client satisfaction, developing future leaders, and delivering business objectives while maintaining high standards of quality and customer experience.

Key Responsibilities

Operational Excellence

• Lead end-to-end operations for an International Voice Process.
• Ensure achievement of all operational KPIs including SLA, Productivity, Quality, CSAT, FCR, AHT, Schedule Adherence, Attrition, and Attendance.
• Drive continuous improvement initiatives to improve efficiency, customer experience, and operational performance.
• Analyze business trends and MIS reports to identify opportunities and mitigate operational risks.
• Ensure compliance with client expectations, internal policies, and regulatory requirements.

Client & Stakeholder Management

• Build and maintain strong relationships with clients and internal stakeholders.
• Lead client governance calls, Weekly Business Reviews (WBRs), Monthly Business Reviews (MBRs), and Quarterly Business Reviews (QBRs).
• Manage client escalations with urgency and professionalism while ensuring timely resolution.
• Partner with cross-functional teams including HR, Quality, Training, Workforce Management, Finance, IT, and Recruitment to achieve business goals.

People Leadership

• Lead, coach, mentor, and develop Operations Managers, Team Managers, and support teams.
• Build a high-performance culture through coaching, succession planning, and leadership development.
• Drive employee engagement initiatives to improve retention and morale.
• Conduct regular performance reviews and implement action plans to improve team performance.
• Identify and nurture high-potential talent within the organization.

Business & Financial Management

• Drive profitability through effective cost management and resource optimization.
• Monitor budgets, forecasting, and capacity planning.
• Improve operational efficiency while maintaining service excellence.
• Support business growth initiatives, transitions, and process expansions.

Process Improvement

• Identify opportunities for automation and process optimization.
• Lead Lean, Six Sigma, or continuous improvement initiatives wherever applicable.
• Implement best practices to improve productivity and operational effectiveness.

Required Skills & Competencies

• Exceptional business understanding of the International Voice Process BPO industry.
• Strong business and commercial acumen.
• Proven expertise in stakeholder management and client relationship management.
• Excellent people management and leadership skills.
• Strong decision-making and problem-solving abilities.
• Data-driven approach with excellent analytical skills.
• Strong communication, presentation, and negotiation skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience in handling escalations and crisis management.
• Strong knowledge of Workforce Management, Quality, Operations, and Customer Experience metrics.

Preferred Qualifications

• Experience handling global clients across multiple geographies.
• Experience managing large teams and multiple operational portfolios.
• Exposure to Lean, Six Sigma, or Continuous Improvement methodologies is an added advantage.
• Strong knowledge of MS Excel, PowerPoint, and MIS reporting.

What We're Looking For

The ideal candidate is someone who:

• Thinks strategically and acts with business ownership.
• Builds strong client relationships and earns stakeholder trust.
• Inspires and develops high-performing teams.
• Drives operational excellence through data and process improvements.
• Delivers consistent business results while fostering a positive team culture.

Why Join Us?

• Opportunity to lead a high-impact International Voice Process.
• Competitive compensation package up to 18 LPA.
• Career growth with exposure to strategic business initiatives.
• Collaborative and performance-driven work environment.
• Opportunity to work with global clients and senior leadership.

Eligibility Checklist

Graduate (Mandatory)
Minimum 4 years' experience as a Manager or above in an International Voice Process BPO
Strong business understanding of International Voice Operations
Proven experience in client handling and stakeholder management
Excellent people management and leadership skills
Immediate Joiners Only

Please send your updated resume to: vishalbhavani.pd@intouchcx.com

Subject Line: Application Senior Operations Manager | International Voice Process

Note: Only candidates meeting the mandatory eligibility criteria will be contacted. Immediate joiners will be given preference.