Infosys BPM Senior Operations Manager Interview Questions and Answers

Q1. Introducing myself
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Q2. Salary expectations
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Q1. Introduction about myself
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Q2. Relocation to Indore or Mohali
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Q1. How to reduce attrition
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To reduce attrition, focus on employee engagement, career development, work-life balance, and effective communication.
• Improve communication between management and employees

• Provide opportunities for career growth and development

• Offer work-life balance initiatives such as flexible schedules or remote work options

• Create a positive work environment that promotes employee engagement and satisfaction
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Q2. How to control shrinkage
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Shrinkage can be controlled by implementing strict inventory management practices.
• Implementing regular inventory audits to track discrepancies

• Training employees on proper handling and storage of products

• Utilizing security measures such as surveillance cameras and security tags

• Analyzing sales data to identify patterns of shrinkage

• Implementing a system for reporting and investigating any suspected theft or loss
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Q3. How to improve communication
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Improving communication involves active listening, clear messaging, feedback, and utilizing various channels.
• Encourage active listening to ensure understanding

• Provide clear and concise messages to avoid confusion

• Offer feedback regularly to address any issues or concerns

• Utilize various communication channels such as emails, meetings, and instant messaging

• Implement communication training for team members
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Q1. How to reduce error count
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To reduce error count, implement standardized processes, provide training, conduct regular audits, and encourage open communication.
• Implement standardized processes to ensure consistency and reduce human error

• Provide training to employees to improve skills and knowledge

• Conduct regular audits to identify and address potential errors

• Encourage open communication to allow team members to discuss and resolve issues

• Utilize t
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Q2. How to manage team
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Q1. Tell me about your self
Ans. 
Experienced operations professional with a proven track record of leading teams to success.
• Over 5 years of experience in operations management

• Strong leadership skills with a focus on team development

• Implemented process improvements resulting in increased efficiency

• Excellent communication and problem-solving abilities
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Q2. KIPs discussion
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Q1. Attrition and shrinkage explain
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Attrition and shrinkage are common terms used in operations management to explain the loss of employees and resources.
• Attrition refers to the natural reduction in staff numbers due to resignations, retirements, or terminations.

• Shrinkage refers to the loss of resources such as inventory, equipment, or funds due to theft, damage, or errors.

• Both attrition and shrinkage can have a negative impact on operational efficiency ...read more
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Q2. Problem solving questions
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Q1. Tell me about your self
Ans. 
Experienced operations professional with a proven track record in leading teams to success.
• Over 5 years of experience in operations management

• Strong leadership skills with a focus on team development

• Implemented process improvements resulting in increased efficiency

• Excellent communication and problem-solving abilities
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Q2. Explain BPO KPIs
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BPO KPIs are key performance indicators used to measure the success of operations in a business process outsourcing company.
• BPO KPIs are metrics used to evaluate the performance of various operations within a BPO company.

• Examples of BPO KPIs include average handle time, first call resolution rate, customer satisfaction score, and agent utilization rate.

• These KPIs help BPO companies track and improve their operational e...read more
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Q1. What is medical billing?
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Q2. What you know about the job
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Team Lead Operations is responsible for overseeing daily operations, managing team members, and ensuring efficiency and productivity.
• Responsible for overseeing daily operations and ensuring smooth workflow

• Managing and leading a team of employees

• Setting goals and targets for the team

• Monitoring performance and providing feedback

• Implementing strategies to improve efficiency and productivity

• Handling escalated issues and re...read more
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Prefer some aptitude test

Random questions on aptitude

Q1. Professional work related questions
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Q2. Expertise in role
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Q1. Detailed description on JD
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Q2. Case studies along with core competencies questions
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Q1. A HR discussion which involves your brief explanation of past job, roles and responsibility. Also your reason for leaving etc. These are obvious interview situations. They also ask you the kind of tools yo...read more
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Q2. What made you think to change your job after X years of time with your current employer?
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Q3. What do you consider is the best thing about your role? How do you think it adds value to the work you are doing?
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Q1. They would ask you regarding your previous work role, company culture, things you did, teams management and scenarios to handle.
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Q1. Now comes the final part wherein they ask about the process related deep dives. Such as KPIs, driving the performance, data delivery to the client, security and privacy related situation, team dispute hand...read more
Ans. You have a female team-mate whome you are meeting with for some feedback and she starts crying. What would you do in that situation?
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Q2. Your KPIs are going down and you have a client call. You know your team has messed up the performance but you can't be negative with the clients. What are the options to showcase your best?
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Q1. Tell me about yourself
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Q1. What is BPO and customer service.
Ans. 
BPO stands for Business Process Outsourcing, which involves contracting a third-party service provider to handle specific business operations. Customer service is the support provided to customers before, during, and after a purchase.
• BPO involves outsourcing non-core business functions to specialized service providers for cost efficiency and improved focus on core activities.

• Customer service includes addressing custome...read more
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Q1. Tell me about yourself.
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Q1. How do you manage SLA?
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Managing SLA involves setting clear expectations, monitoring performance, and addressing any deviations promptly.
• Set clear and realistic SLA targets with stakeholders

• Regularly monitor performance against SLA metrics

• Implement processes to address any deviations from SLA

• Communicate effectively with team members and stakeholders about SLA expectations

• Use technology and tools to track and analyze SLA performance

• Provide reg
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