Senior Operations Manager

Job Description

As a Senior Operations Manager Telecom (BPO) based in Pune, you will be responsible for overseeing large-scale telecom operations with a focus on strategy, governance, and business ownership. Your role will involve managing a team of 150 FTEs, ensuring the consistent delivery of SLAs, and driving strategic initiatives to enhance customer experience, efficiency, and profitability.**Key Responsibilities:**- End-to-End Operations Ownership - Lead multi-channel telecom operations including Inbound, Outbound, Chat, and Back-office - Deliver on critical KPIs such as Service Level (SL), AHT, FCR, CSAT, NPS, Quality, Conversion, and Revenue - Ensure operational stability, scalability, and adherence to SLAs - Drive standardization of processes and best practices across teams- Large Team Leadership (150 FTEs) - Manage a hierarchy of Operations Managers, Team Leaders, and frontline agents - Build a high-performance culture focused on accountability and results - Implement structured coaching frameworks, performance plans, and leadership development programs - Drive attrition control, engagement initiatives, and succession planning- Client & Business Stakeholder Management - Act as the single point of contact for client leadership - Lead governance forums and strategic reviews - Present performance insights, improvement plans, and business recommendations - Build strong partnerships and identify opportunities for account growth and expansion- Financial Ownership (P&L) - Own P&L management, including revenue, cost control, and margin improvement - Drive cost optimization through productivity improvements, automation, and resource planning - Manage budgeting, forecasting, and financial reporting - Ensure optimal utilization of resources and headcount planning- Performance Management & Analytics - Establish a robust performance management framework - Analyze trends across KPIs and drive data-backed decisions - Leverage dashboards, MIS, and analytics to identify gaps and opportunities - Implement corrective and preventive actions for performance improvement- Continuous Improvement & Transformation - Lead process improvement initiatives using Lean / Six Sigma methodologies - Identify automation and digital transformation opportunities - Drive innovation in customer experience and operational efficiency - Benchmark processes against industry standards- Quality, Compliance & Risk Management - Ensure adherence to quality standards, compliance policies, and regulatory requirements - Lead internal and external audits - Implement strong governance frameworks and risk mitigation strategies - Maintain data security and process integrity- Workforce & Capacity Planning - Partner with WFM teams for forecasting, scheduling, and capacity planning - Ensure optimal staffing models aligned with volume projections - Manage shrinkage, occupancy, and utilization metrics**Eligibility Criteria:**- Experience - 10-15 years in BPO / Contact Center Operations - Minimum 5-7 years in leadership roles (OM / Sr. OM level) - Telecom domain experience (mandatory) in Customer support, tech support, billing, or retention - Proven experience managing 150 FTEs As a Senior Operations Manager Telecom (BPO) based in Pune, you will be responsible for overseeing large-scale telecom operations with a focus on strategy, governance, and business ownership. Your role will involve managing a team of 150 FTEs, ensuring the consistent delivery of SLAs, and driving strategic initiatives to enhance customer experience, efficiency, and profitability.**Key Responsibilities:**- End-to-End Operations Ownership - Lead multi-channel telecom operations including Inbound, Outbound, Chat, and Back-office - Deliver on critical KPIs such as Service Level (SL), AHT, FCR, CSAT, NPS, Quality, Conversion, and Revenue - Ensure operational stability, scalability, and adherence to SLAs - Drive standardization of processes and best practices across teams- Large Team Leadership (150 FTEs) - Manage a hierarchy of Operations Managers, Team Leaders, and frontline agents - Build a high-performance culture focused on accountability and results - Implement structured coaching frameworks, performance plans, and leadership development programs - Drive attrition control, engagement initiatives, and succession planning- Client & Business Stakeholder Management - Act as the single point of contact for client leadership - Lead governance forums and strategic reviews - Present performance insights, improvement plans, and business recommendations - Build strong partnerships and identify opportunities for account growth and expansion- Financial Ownership (P&L) - Own P&L management, including revenue, cost control, and margin improvement - Drive cost optimization through productivity improvements, automation, and resource planning - Manage budgeting, forecasting, and financi

Keyskills :
Client EngagementFinancial PerformanceSLA ManagementLeadershipStakeholder ManagementPerformance ManagementAnalyticsContinuous ImprovementQuality ManagementComplianceRisk ManagementCapacity PlanningTelecom Operations