Operations Manager

Job title: Operations Manager (Hindi / English/ Bengali Speaking)

Working Location: Kolkata, India

Job Description:

Our International company is seeking 1 Operations Manager in India. The ideal candidate is a strategic and hands-on leader with a strong understanding of customer support operations and a commitment to service excellence. As the Operations Manager, you will play a pivotal role in managing end-to-end service delivery, enhancing workflows, and driving resource optimization. With a focus on aligning daily operations with organizational goals, youll contribute directly to improving customer satisfaction, efficiency, and team performance.

Main Responsibilities:

• Overall in charge of managing the program and KPIs set by the client, such as Quality, Efficiency, Staffing, and Service Levels;
• Effective collaboration with team members, co-managers, and support functions (GA, HR, Recruitment, IT, Training and Quality, Workforce Management) to define action plans that resolve issues and drive continuous improvement;
• Daily communication with the client to align expectations;
• Host internal and external Business Reviews and present operational performance; clearly communicate insights, and ensure all operational concerns are addressed on a weekly, monthly, and quarterly basis;
• Adhere to all internal and external compliance;
• Manage program daily, weekly, and monthly operating metrics within budgeted expense parameters;
• Develop, manage, and maintain employee productivity goals against departmental standards;
• Produce monthly operating reports detailing center activity, trend analysis, goals/objective status, and special projects;
• Coordinate with the Site Senior Manager on HR functions, including recruiting, training, development, and retention.
• Conduct focus group discussions with employees on a monthly basis and cover requirements for quarterly.

Job Requirement :

• At least 2 years of working experience as an Operations Manager or equivalent role in a BPO (Business Process Outsourcing) setup;
• Managed at least 80-100 staff across multiple lines of business;
• Excellent verbal and written communication skills in English, with the ability to express ideas clearly and concisely. Minimum C1 level;
• Proven track record of meeting and delivering targets and commitments;
• Strong expertise in managing Chat and Email support services;
• Experience with boosting performance metrics with a focus on CSAT (Customer Satisfaction Score).
• Proficient in Google Suite and online collaboration tools is a plus;
• Capable of building productive business relationships with clients;
• Strong organizational, managerial, critical thinking, creative thinking, problem-solving, decision-making, and analytical skills;
• Willing to work on public holidays and shifting schedules, including night shifts when needed.