Senior BPO Operations Manager

We are seeking a highly experienced Senior BPO Operations Manager to lead our customer support operations in the Mumbai region. The ideal candidate will have a strong background in process management and team management, with a proven track record in shrinkage and attrition management within the BPO sector. This role is critical in ensuring that our international voice and chat processes meet the highest standards of service delivery and operational efficiency. Key Responsibilities: - Oversee daily operations of the customer support team, ensuring adherence to quality standards and performance metrics. - Develop and implement strategies for process improvement to enhance customer satisfaction and operational efficiency. - Manage team performance through effective coaching, mentoring, and training initiatives. - Analyze shrinkage and attrition rates, implementing strategies to minimize these metrics and retain top talent. - Collaborate with cross-functional teams to align customer support objectives with overall business goals. - Prepare and present operational reports to senior management, highlighting key performance indicators and areas for improvement. Required Skills: - Strong expertise in process management and team management. - Proven experience in shrinkage and attrition management. - Excellent understanding of customer support operations, particularly in the BPO environment. - Familiarity with international voice and chat processes. - Strong analytical and problem-solving skills. - Exceptional communication and interpersonal skills. If you are a results-driven leader with a passion for customer support and a commitment to operational excellence, we invite you to apply for this exciting opportunity.