Senior Manager Operations

Lead and manage daily BPO operations for both Voice and Non-Voice processes ensuring SLA and KPI compliance across a workforce of at least 250 FTEs.

Own client relationship management including handling escalations, conducting QBRs and MBRs, and driving operational improvements aligned with client goals.

Drive process excellence initiatives including automation, financial management (budgeting and margin control), and data-driven reporting for operational performance and strategic decisions.

12–18 years of experience in BPO operations including Voice and Non-Voice; 3–5 years in managerial roles with large-scale teams.

Experience in international BPO data entry processes and client-facing roles involving QBR and MBR presentations.

Skills in capacity planning, budget control, attrition/shrinkage management, process automation, and advanced Excel/data tools.

Must hold a valid Passport; prior US business travel experience is preferred; based in or willing to work in Thane, Maharashtra.

Experienced leader managing large BPO teams with hands-on ownership of operations, financials, and client management.

Strong operational strategist able to implement process improvements, automation, and workforce analytics within complex service environments.

Comfortable with international client engagement and travel, adept at using data for decision-making and interfacing with senior leadership.