Key Responsibilities:

<ul>
<li style="margin-left:0px;">Take ownership and responsibility for the P&amp;L and overall Operations Management of 500+ FTE International Voice Customer Service Operations. </li>
<li style="margin-left:0px;">Lead and drive both strategic and tactical operational direction for the operations team to achieve business goals. </li>
<li style="margin-left:0px;">Interact closely with client stakeholders and internal leadership to ensure customer satisfaction and business success. </li>
<li style="margin-left:0px;">Ensure all key performance metrics are met, including Staffing Adherence, Schedule Adherence, Customer Experience scores, and more. </li>
<li style="margin-left:0px;">Lead cross-functional teams, including Voice, Back Office, WFM, Training, Quality, and more. </li>
<li style="margin-left:0px;">Conduct weekly, monthly, and quarterly business reviews to monitor performance and implement changes as needed. </li>
<li style="margin-left:0px;">Collaborate with teams such as Sales, Account Management, and Presales to expand business opportunities. </li>
<li style="margin-left:0px;">Drive continuous improvements to enhance quality, CSAT, and business operations. </li>
</ul>
Required Qualifications &amp; Skills:

<ul>
<li style="margin-left:0px;">12-15 years of experience in BPO Operations at a leadership level, with a preference for Travel Operations experience. </li>
<li style="margin-left:0px;">Deep knowledge of the Travel market, BPO competition, and industry trends. </li>
<li style="margin-left:0px;">Graduation in any discipline. </li>
<li style="margin-left:0px;">Lean or Six Sigma Green Belt/Black Belt certification (preferred). </li>
<li style="margin-left:0px;">Proven ability to manage large teams, foster a team-oriented environment, and inspire leadership. </li>
<li style="margin-left:0px;">Strong experience in data analysis, statistical process control, and problem-solving. </li>
<li style="margin-left:0px;">Minimum 2 years of experience in a Senior Manager Operations role, managing International Travel accounts in Voice/Back Office Operations. </li>
<li style="margin-left:0px;">Excellent communication (written and verbal) and interpersonal skills. </li>
<li style="margin-left:0px;">Ability to collaborate with internal stakeholders and manage client relationships effectively. </li>
</ul>
Personal Qualities:

<ul>
<li style="margin-left:0px;">Motivated, innovative, and able to foresee market conditions. </li>
<li style="margin-left:0px;">Strong people management and leadership skills with a collaborative approach. </li>
<li style="margin-left:0px;">Confidence, flexibility, and resilience in a fast-paced, ever-changing environment. </li>
<li style="margin-left:0px;">Integrity, commitment to delivering results, and a blend of a sales mindset</li>
</ul>

Senior Operations Manager in Gurugram (UID-10025)

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