Operations Manager

Teleperformance is a global leader in digital business services, operating across 80+ countries with a strong presence in India. The company specializes in customer experience management, technical support, and back-office solutions for Fortune 500 clients.

This Operations Manager position requires leading multiple teams handling international customer support operations for a major e-commerce client. The role demands strong leadership skills, operational excellence, and the ability to drive performance metrics in a fast-paced BPO environment.

• Manage daily operations of 150+ customer service representatives across multiple shifts and processes
• Drive achievement of SLAs, AHT, CSAT, and quality metrics while maintaining operational efficiency above 95%
• Implement process improvements and automation initiatives to enhance productivity and customer satisfaction
• Conduct performance reviews, coaching sessions, and capability building programs for team leaders and agents
• Collaborate with clients for business reviews, escalation management, and strategic planning
• Manage attrition, recruitment, and workforce planning in coordination with HR and training teams

• 8+ years of experience in BPO operations with at least 3 years in operations management role
• Proven track record of managing large teams (100+ agents) in voice or non-voice processes
• Strong understanding of BPO metrics, quality frameworks, and performance management systems
• Experience in handling international clients, preferably from US/UK markets
• Excellent communication, leadership, and stakeholder management skills
• MBA or relevant management degree preferred
• Proficiency in workforce management tools, CRM systems, and MS Office suite

• Competitive package between ₹14L – ₹18L per annum
• Opportunity to manage operations for global Fortune 500 clients with high visibility
• Work with a diverse, high-performance team in a collaborative culture
• On-site role with structured shift allowances and health benefits
• Clear career progression path to Senior Operations Manager and Delivery Head roles

This opening is not listed on any public job portal. It is a verified internal opportunity exclusively accessible through the website careerjump.co.in and directly apply to this job role. They also have similar job openings posted daily on their website. You can also join their WhatsApp Community for daily updates on verified internal job openings.