Operations Manager (Voice Process) | Handle 4-5 TLs | Navi Mumbai
Own the international BPO sales process end-to-end. Manage 4-5 Team Leaders, drive P&L, reduce revenue leakage, and ensure high customer satisfaction. Senior leadership role with competitive compensation.
What you'll actually do
Here's the real breakdown, no fluff, just what matters.
About the Role:
We are looking for an experienced Operations Manager to lead our international BPO sales process. As an OM, you will be responsible for managing 4-5 Team Leaders, overseeing 80-100 agents, driving process P&L, reducing revenue leakage, and ensuring high levels of customer satisfaction and employee engagement. This is a senior leadership role requiring proven experience in managing large BPO operations.
Key Responsibilities:
- Manage end-to-end operations of the international sales voice process
- Lead and develop a team of 4-5 Team Leaders
- Drive process P&L and revenue targets
- Monitor and improve key metrics: conversion rate, revenue, quality, attrition
- Identify and reduce revenue leakage points
- Ensure SLA compliance and client satisfaction
- Conduct daily, weekly, and monthly business reviews
- Handle client escalations and build strong client relationships
- Drive employee engagement and retention initiatives
Requirements:
- Graduate or Post-Graduate degree
- Minimum 3 years experience in BPO Operations (Voice Process)
- Experience handling 4-5 Team Leaders (60-100 agents)
- Proven track record of achieving revenue and quality targets
- Strong P&L management and business acumen
- Excellent leadership and people management skills
- Advanced MS Excel skills (MIS, dashboards, analysis)
- Strong client-facing and communication skills
What We Offer:
- Fixed night shift (US hours)
- 5-day work week
- Salary upto ₹80,000 (based on interview performance and experience)
- Monthly performance incentives tied to process metrics
- Free dinner for night shift
- Comprehensive health insurance
- Leadership role with direct senior management exposure
- Career growth to Senior OM / Head of Operations / AVP
You'll need to know 👇
Job Overview
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