Operations Manager

Neural IT

Website: neuralit.com
Job details:

Role Objective:

To manage end-to-end operations of LPM process by leading large teams, ensuring SLA delivery, improving productivity, and driving employee engagement in a high-volume, target-driven environment.

 Key Responsibilities:

1. Team & Workforce Management

• Manage large teams (Team Leaders /ATL's + Agents – 50 to 100+ QC)
• Plan staffing, shift rosters, and resource allocation (24x7 ops)
• Handle shrinkage, absenteeism, and attrition proactively
• Ensure optimum utilization of manpower

2. SLA & Performance Delivery

• Ensure achievement of client SLAs (TAT, AHT, CSAT, Quality, FCR)
• Monitor real-time performance via dashboards
• Drive continuous improvement in KPIs
• Conduct daily/weekly performance reviews

3. Client & Stakeholder Management

• Conduct governance calls, performance reviews, and reporting
• Align operations with client expectations

 4. Employee Engagement & Retention

• Drive engagement initiatives to reduce attrition
• Handle grievances, disciplinary issues, and escalations
• Build a high-performance and positive work culture
• Recognize and reward top performers

 5. Training & Capability Development

• Identify skill gaps and coordinate training programs with the help of QC team
• Work with Quality & Training teams for continuous improvement
• Develop Team Leaders for leadership readiness
• Support onboarding and nesting phases

6. Process Excellence & Compliance

• Ensure SOP adherence and process standardization
• Drive Lean / Six Sigma / process improvement initiatives
• Maintain compliance with company policies & audits
• Ensure data security and confidentiality (especially for ITES)

 

7. MIS & Reporting

• Publish daily/weekly/monthly dashboards (SLA, productivity, attrition)
• Analyze trends and recommend corrective actions
• Forecast workforce requirements

Key KPIs (BPO-Specific):

• SLA Adherence 
• Quality Score (%)
• Attrition & Shrinkage
• Productivity 
• Schedule Adherence
• Escalation Resolution Time

Required Skills:

• Strong people management (large team handling)
• Excellent communication & presentation skills
• Conflict management & decision-making
• Data-driven mindset (MIS, dashboards)
• Ability to work in 24x7 / shift-based environments

Qualifications:

Graduate / MBA (preferred)

6–12 years of experience in BPO/ITES operations

Minimum 2–4 years in a managerial role

Reporting Structure:

Reports to: Delivery Head

Direct Reports: Team Leaders / Assistant Managers

Span of Control: 50–100+ employees

 Ideal Candidate Profile:

Experience in handling non-voice

Strong attrition control strategies

Proven track record of SLA delivery

High ownership and execution mindset

Click on Apply to know more.