Key Responsibilities Operational Management • Lead and manage daily BPO operations across both Voice and Non-Voice processes, ensuring compliance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). • Develop, implement, and refine operational strategies that ensure high levels of efficiency, quality, and customer satisfaction. • Oversee execution of production plans and monitor team performance metrics to drive continuous improvement. • Handle high-level client escalations effectively and ensure issues are resolved promptly and professionally. Team Leadership • Lead, mentor, and develop a large workforce including managers and frontline employees (minimum 250 FTEs). • Conduct performance reviews, drive individual development plans, and implement team training programs to elevate skills and capabilities. • Promote a culture of accountability, collaboration, and continuous learning within the team. • Monitor workforce productivity and implement workforce management practices including shrinkage and attrition control. Client Relationship Management • Act as the key point of contact for client accounts, ensuring strong, trust-based relationships. • Conduct regular client engagements including Quarterly Business Reviews (QBRs) and Monthly Business Reviews (MBRs). • Identify and recommend operational improvements, value-add opportunities, and cross-sell/upsell solutions aligned with client goals. • Ensure customer satisfaction and long-term retention by proactively managing expectations and service delivery. Process Improvement & Automation • Lead process excellence initiatives with a focus on reducing inefficiencies, improving turnaround time, and enhancing service quality. • Identify and implement process automation and digitization solutions in collaboration with technology and transformation teams. • Standardize best practices across operations to ensure consistent performance and scalable delivery models. • Drive compliance with internal controls, client requirements, and relevant industry standards. Financial Management • Prepare, manage, and track operational budgets, ensuring optimal resource allocation and cost-effectiveness. • Monitor financial metrics such as gross margin (GM), cost per transaction, and overall profitability. • Use financial insights to make informed decisions that align operational strategies with company goals. • Support strategic planning through accurate financial forecasting and capacity planning. Reporting & Data Analytics • Generate and present detailed reports on operational, financial, and client satisfaction metrics to senior leadership. • Leverage advanced Excel and BI tools to analyze performance trends, operational bottlenecks, and improvement areas. • Utilize data-driven insights to support key business decisions and strategic initiatives. • Ensure accurate and timely reporting to internal stakeholders and clients. Location: Thane, Maharashtra, India Work Type: Full-time | Flexible for 24/7 Shifts Travel Requirement: US Travel (as required) Experience Required: 12–18 years Reporting To: Site Leader Requirements • 12–18 years of experience in BPO operations, with a strong focus on both Voice and Non-Voice services. • Minimum 3–5 years in a managerial role overseeing large-scale operations. • Extensive experience in international BPO data entry processes. • Strong background in capacity planning, budget control, and resource forecasting. • Expertise in attrition calculation, shrinkage management, and workforce analytics. • Proven experience in client-facing roles, particularly in QBR and MBR presentations. • Demonstrated ability in calculating and managing Gross Margin. • Experience in implementing process automation and operational excellence frameworks. • Proficient in MS Excel and other data management/reporting tools. • Valid Passport required; prior US business travel experience is a plus. • Excellent communication, leadership, and stakeholder management skills. Benefits • Provident Fund (PF) – Statutory savings and retirement benefit. • Gratuity – Provided as per applicable laws to reward long-term tenure. • Mediclaim Insurance – Comprehensive health insurance coverage for employees and dependents. • International Travel Opportunities – Especially to the US; candidates must hold a valid Passport.