Operations Manager

Role overview

Educational qualifications

• Graduate in any discipline.
• Strong operations and people management background in BPO or contact center environments.
• 8–12 years of experience in BPO operations.
• E-commerce experience is preferred.

Essential skills

• Strong stakeholder and client management skills.
• Excellent data analysis and decision-making ability.
• Expertise in CSAT, quality, productivity, AHT and attrition KPIs.
• Experience leading teams with a span of 150–300 FTE.
• Process excellence and continuous improvement mindset.
• Strong communication and problem-solving skills.

Key responsibilities

• Manage end-to-end operations for an e-commerce account.
• Drive performance on CSAT, SLA, productivity and quality metrics.
• Lead, coach and develop frontline leaders and teams.
• Ensure effective client governance and reporting cadence.
• Identify process improvement and cost optimization opportunities.
• Manage attrition, engagement and hiring with support teams.
• Drive compliance, quality frameworks and continuous improvement initiatives.

Location and schedule

• Work location: Vadodara, India, at the Imperia Building SF.
• Employment schedule: Full time.