Job Description
Title: Senior Manager ā Operations (BPO)
Job Category: BPO / Contact Center Operations
Description:
RebootXP is hiring a Senior Manager ā Operations to lead large-scale BPO operations and drive business performance, customer experience and operational excellence. The role involves end-to-end ownership of BPO operations, managing 2,000-3,000+ FTEs across multiple teams and processes, driving productivity, SLA, AHT, CSAT, Quality, FCR and service-level metrics, manpower planning, capacity utilization, shrinkage management, process improvement, cost optimization, operational excellence, leadership development, client management, governance reviews, compliance, employee engagement, retention and attrition control. The position also requires preparation and presentation of MIS, dashboards and business performance reviews to leadership.
Experience: 10+ Years in BPO / Contact Center
Location: Noida
Team Size: 2,000-3,000+ FTEs
Salary: Up to ā¹15 LPA
Industry: BPO / Contact Center
Joining: Immediate / Short Notice Joiners Preferred
Skills: BPO Operations, Operations Leadership, P&L, Workforce Planning, Client Management, KPI Management, Productivity, SLA, AHT, CSAT, Quality, FCR, Capacity Planning, Process Improvement, Cost Optimization, MIS, Stakeholder Management
Requirements: Proven experience in senior operations leadership, strong experience managing large-scale teams, excellent leadership, analytical, communication and presentation skills. Experience handling large-scale domestic/international processes preferred.
Job Type: Full Time
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Success Stories from Candidates Placed in this Field
Mohammad Irfan
Jan Sahas Foundation
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