Job Title: Operations Head – BPO Operations

Location: Pitam Pura, Delhi

Salary :   70K

Industry: Medical

Experience: 7 to 10 Years (BPO Operations Management)

Salary: No bar for the right candidate

Working Days: 6 Days a Week

Job Overview:

We are looking for a dynamic and experienced Operations Head to lead and manage our BPO operations. The ideal candidate will be responsible for overseeing end-to-end business processes, ensuring service excellence, and managing a team of 100+ agents to achieve performance targets.

Key Responsibilities:

• Team Leadership & Management: Lead, mentor, and manage a team of 100+ agents, team leaders, and supervisors to drive operational efficiency.
• Process Optimization: Develop, implement, and refine operational processes to enhance productivity and customer satisfaction.
• Performance Monitoring: Set KPIs, monitor performance metrics, and ensure teams meet SLAs, quality, and compliance standards.
• Client & Stakeholder Management: Liaise with clients and stakeholders to maintain strong business relationships and ensure service expectations are met.
• Training & Development: Identify skill gaps and implement training programs to enhance the team’s performance and professional growth.
• Compliance & Quality Assurance: Ensure adherence to company policies, regulatory requirements, and quality assurance guidelines.
• Problem-Solving & Escalation Management: Handle operational challenges, resolve escalations efficiently, and implement corrective actions.
• Technology & Innovation: Stay updated with industry trends and leverage technology to drive process improvements.

Key Requirements:

• Experience: 7 to 10 years of proven experience in handling large-scale BPO operations.
• Leadership Skills: Strong ability to manage large teams, drive motivation, and lead by example.
• Process-Oriented: Hands-on experience in process improvement, automation, and efficiency enhancement.
• Client Management: Strong communication and relationship management skills with clients and stakeholders.
• Analytical Mindset: Ability to analyze data, interpret trends, and make data-driven decisions.
• Flexibility & Availability: Comfortable working in a dynamic environment with a 6-day work schedule.

Why Join Us?

• Opportunity to lead and grow in a fast-paced BPO environment.
• Competitive salary with no bar for the right candidate.
• A dynamic and collaborative work culture.

If you are a strategic leader with a passion for operations and team management, we invite you to apply and be a part of our growing organization