Key Responsibilities

Operational Management

• Lead and manage daily BPO operations across both Voice and Non-Voice processes, ensuring compliance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Develop, implement, and refine operational strategies that ensure high levels of efficiency, quality, and customer satisfaction.
• Oversee execution of production plans and monitor team performance metrics to drive continuous improvement.
• Handle high-level client escalations effectively and ensure issues are resolved promptly and professionally.

Team Leadership

• Lead, mentor, and develop a large workforce including managers and frontline employees (minimum 250 FTEs).
• Conduct performance reviews, drive individual development plans, and implement team training programs to elevate skills and capabilities.
• Promote a culture of accountability, collaboration, and continuous learning within the team.
• Monitor workforce productivity and implement workforce management practices including shrinkage and attrition control.

Client Relationship Management

• Act as the key point of contact for client accounts, ensuring strong, trust-based relationships.
• Conduct regular client engagements including Quarterly Business Reviews (QBRs) and Monthly Business Reviews (MBRs).
• Identify and recommend operational improvements, value-add opportunities, and cross-sell/upsell solutions aligned with client goals.
• Ensure customer satisfaction and long-term retention by proactively managing expectations and service delivery.

Process Improvement & Automation

• Lead process excellence initiatives with a focus on reducing inefficiencies, improving turnaround time, and enhancing service quality.

• Identify and implement process automation and digitization solutions in collaboration with technology and transformation teams.
• Standardize best practices across operations to ensure consistent performance and scalable delivery models.
• Drive compliance with internal controls, client requirements, and relevant industry standards.

Financial Management

• Prepare, manage, and track operational budgets, ensuring optimal resource allocation and cost-effectiveness.
• Monitor financial metrics such as gross margin (GM), cost per transaction, and overall profitability.
• Use financial insights to make informed decisions that align operational strategies with company goals.
• Support strategic planning through accurate financial forecasting and capacity planning.

Reporting & Data Analytics

• Generate and present detailed reports on operational, financial, and client satisfaction metrics to senior leadership.
• Leverage advanced Excel and BI tools to analyze performance trends, operational bottlenecks, and improvement areas.
• Utilize data-driven insights to support key business decisions and strategic initiatives.
• Ensure accurate and timely reporting to internal stakeholders and clients.

Location: Thane, Maharashtra, India

Work Type: Full-time | Flexible for 24/7 Shifts

Travel Requirement: US Travel (as required)

Experience Required: 12–18 years

Reporting To: Site Leader

Requirements

• 12–18 years of experience in BPO operations, with a strong focus on both Voice and Non-Voice services.
• Minimum 3–5 years in a managerial role overseeing large-scale operations.
• Extensive experience in international BPO data entry processes.
• Strong background in capacity planning, budget control, and resource forecasting.
• Expertise in attrition calculation, shrinkage management, and workforce analytics.
• Proven experience in client-facing roles, particularly in QBR and MBR presentations.
• Demonstrated ability in calculating and managing Gross Margin.
• Experience in implementing process automation and operational excellence frameworks.
• Proficient in MS Excel and other data management/reporting tools.
• Valid Passport required; prior US business travel experience is a plus.
• Excellent communication, leadership, and stakeholder management skills.

Benefits

• Provident Fund (PF) – Statutory savings and retirement benefit.
• Gratuity – Provided as per applicable laws to reward long-term tenure.
• Mediclaim Insurance – Comprehensive health insurance coverage for employees and dependents.
• International Travel Opportunities – Especially to the US; candidates must hold a valid Passport.