Operations Manager

About the Job

The Operations Manager (BPO) will lead day-to-day operations for a fast-paced BPO environment on-site. This full-time role is focused on driving service excellence, ensuring consistent achievement of operational targets, and strengthening team performance through clear processes, coaching, and measurable outcomes. You will own performance management routines, monitor KPIs in real time using dashboards, and collaborate with internal stakeholders to continuously improve service quality and efficiency. If you’re someone who thrives on ownership, data-driven decision-making, and leading teams to hit targets, this role is built for you.

Roles & Responsibilities

• Manage end-to-end BPO operations including workforce planning, staffing, and shift/queue management.
• Own Performance Management by conducting regular reviews, coaching sessions, and actionable improvement plans.
• Track and drive achievement of KPIs Measurement & Dashboards (SLAs, productivity, QA scores, and customer experience metrics).
• Lead and support Team Management Skills—setting goals, monitoring adherence, and building accountability across teams.
• Collaborate with QA, training, and process teams to reduce errors, improve compliance, and enhance process adherence.
• Identify operational bottlenecks and implement continuous improvements to optimize turnaround times and efficiency.
• Ensure escalation handling is timely and effective, minimizing impact to customers and maintaining service continuity.

Required Skills & Qualifications

• Proven experience in Operations manager roles within a BPO or contact center setting.
• Strong capability in Performance Management with measurable coaching and improvement outcomes.
• Hands-on understanding of KPI Measurement & Dashboards, including interpretation of trends and root-cause analysis.
• Demonstrated Team Management Skills—leading supervisors/agents, managing targets, and supporting performance standards.
• Excellent communication skills with the ability to collaborate across functions and manage escalations.
• Ability to work in an on-site, full-time environment and maintain high operational discipline.

About The Company

We are Vr Hr Solutions, Manpower consultancy hiring for companies in Chennai. We don’t charge anything from the candidates—company pays us once the candidate completes three months in the company.