Job Description: Senior Manager - Operations (Telecommunications BPO - Voice & Non-Voice Projects)

Location: Pune, India

Experience Required: Minimum 15 years (with 7+ years in Telecommunications domain and 8+ years in team management)

Reporting To: Head of Operations/AVP/VP Operations

Position Overview:

The Senior Manager - Operations will lead and optimize voice and non-voice projects within a telecommunications BPO environment. This role demands expertise in managing end-to-end telecom operations, driving profitability (PnL accountability), and implementing continuous improvement initiatives. The candidate will oversee large teams, ensure compliance with SLAs, and align operations with strategic business goals .

Key Responsibilities:

1. Operational Leadership & PnL Management

- Oversee daily operations for voice (e.g., call centers - inbound & outbound) and non-voice (e.g., data provisioning, order management) projects, ensuring adherence to client SLAs and KPIs .

- Manage the PnL for assigned projects, including budgeting, cost control, and revenue generation. Monitor financial metrics such as FTE utilization, overtime costs, and resource allocation to meet profitability targets .

- Conduct weekly/monthly reviews of performance dashboards, TAT (Turnaround Time), and quality audits to identify inefficiencies and implement corrective actions .

2. End-to-End Telecom Value Chain Expertise

- Manage the entire telecom lifecycle, including provisioning, order fulfillment, and service delivery for technologies like landline and broadband .

- Collaborate with clients and internal teams to resolve escalations, track milestones, and ensure seamless service delivery .

3. Team Management & Development

- Lead a team of 80–100+ employees, including Assistant Managers and Team Leads, fostering a high-performance culture through coaching, feedback, and succession planning .

- Conduct regular performance reviews, skill gap analyses, and training programs to enhance productivity and retention .

- Manage 24/7 shift operations, including night shifts, to ensure uninterrupted service delivery .

4. Continuous Improvement & Process Optimization

- Drive automation and analytics initiatives (e.g., RPA, AI-driven tools) to reduce manual effort and improve operational efficiency .

- Lead Lean/Six Sigma projects to streamline workflows, reduce costs, and enhance customer satisfaction .

- Document process improvements and update SOPs to align with evolving client and industry requirements .

5. Stakeholder & Client Management

- Act as the primary point of contact for client communications, addressing escalations, and presenting performance reports during weekly/monthly reviews .

- Collaborate with cross-functional teams (e.g., IT, HR, Finance) to align operational strategies with organizational goals .

Qualifications & Skills

Education: Bachelor’s/Master’s degree in Telecommunications, Business Administration, or related fields. Certifications in PMP, ITIL, or Six Sigma are preferred .

Technical Expertise: Proficiency in telecom protocols (VoIP, GSM, CDMA, etc), provisioning tools (ASR/LSR), and software (Microsoft Office, SharePoint) .

Soft Skills: Exceptional communication (verbal/written), problem-solving, and negotiation abilities. Ability to manage stakeholders across global teams .

Industry Knowledge: In-depth understanding of telecom regulations, SLAs, and emerging trends (e.g., 5G, IoT) .

About Mphasis

Mphasis applies next-generation technology to help enterprises transform businesses globally. Customer centricity is foundational to Mphasis and is reflected in the Mphasis’ Front2Back™ Transformation approach. Front2Back™ uses the exponential power of cloud and cognitive to provide hyper-personalized (C=X2C2TM=1) digital experience to clients and their end customers. Mphasis’ Service Transformation approach helps ‘shrink the core’ through the application of digital technologies across legacy environments within an enterprise, enabling businesses to stay ahead in a changing world. Mphasis’ core reference architectures and tools, speed and innovation with domain expertise and specialization are key to building strong relationships with marquee clients.