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Strong employer brand, Noida metro, common mid-level operations title and 5+ years requirement drive high competition.
Requires BPO, ISO27001 and exam operations experience, moderately limiting transferability across industries.
Explicit 5+ years, 2+ years team-leading, graduate and security/compliance requirements enforce strict shortlisting.
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Mentor, coach, and guide team members to maintain excellent customer service and achieve/exceed process KPIs.
Supervise, plan, and manage operations functions including quality management, attendance, scheduling, and shift management in a 24x7 environment.
Develop and maintain SOPs and knowledge articles; serve as first-level escalation point; ensure compliance with information security policies and standards (ISO 27001, IGA).
5+ years experience in operations/BPO with at least 2 years in team leading managing 10+ members.
Graduate degree mandatory.
Strong proficiency in English (written and spoken) and skilled in MS Office including Excel for reporting.
Must be locally recruited in Noida, India with right to work; OCI holders need special work permit; relocation not supported.
Experienced operations leader able to drive continual improvement and pre-empt problems through logical analysis.
Comfortable managing teams in a high-volume, 24x7 shift-based BPO environment with strong process and quality focus.
Skilled in compliance, information security governance, and effective communication across broad stakeholder levels.