Description
Senior BPO Operations Manager responsible for leading large-scale Voice and Non-Voice operations in Thane, Maharashtra, India, with ownership of SLA/KPI performance, team leadership for 250+ FTEs, client relationship management, process improvement and automation, financial management, and reporting/analytics. The role requires 12–18 years of BPO operations experience, strong managerial and client-facing background, advanced Excel/BI reporting skills, and readiness for flexible 24/7 shifts and US travel as needed.
