Summary role description:

Hiring for a Senior Operations Manager for a leading digital outsourcing company.

Company description:

Our client is a leading US Headquartered digital outsourcing company that provides next-generation customer experience and tech-enabled services to the world’s most innovative brands, helping them build, and grow their businesses. They are a team like no other, providing digital CX, consulting, Trust & Safety, AI Services and more to their clients across social media, ecommerce, gaming, Hi-tech, Fin Tech and more. They partner with some of the most innovative and disruptive brands to support their clients in their long-term goal and vision. They have been recently certified as Great Place to Work and the Best Company for Diversity having more than half their workforce as women.

Role details:

• Title / Designation: Senior Operations Manager
• Reporting to: Director
• Location: Indore, Mumbai, Gurugram, Mohali

Role & responsibilities:

• Developing and implementing strategies to optimize processes, improve efficiency, and achieve business objectives.
• Overseeing teams to ensure they meet performance targets, adhere to company policies, and deliver high-quality service.
• Tracking key performance indicators (KPIs), analysing performance data, identifying areas for improvement, and implementing corrective actions as necessary.
• Serving as the primary point of contact for clients, understanding their needs, addressing concerns, and ensuring client satisfaction.
• Establishing quality standards, implementing quality control measures, conducting regular audits and assessments, and providing feedback and coaching to improve performance.
• Identifying opportunities for process improvement, implementing best practices, and driving continuous improvement initiatives to enhance operational efficiency and effectiveness.

Candidate requirements:

• Minimum of 10+ years of experience in International BPO, with a span of control of minimum of 250+ FTEs.
• Operational knowledge in areas such as people management, delivery, SLA, quality, revenue, billing, attrition, shrinkage, and experience in different LOBs (Banking, Fintech, Customer Service, Content moderation).
• Comfortable with 24x7 shifts.

Selection process:

• Discussions with BU
• HR Discussion