BPO Operations Manager

Role overview

We are looking for a seasoned and outcome-focused BPO Operations Manager to lead end-to-end operations for a Gujarat Electricity process at the Mehsana center. This position is centered on managing customer service and back-office workflows for the power distribution domain while maintaining service levels, team productivity, and strong client satisfaction.

What you will handle

• Run day-to-day BPO operations for electricity-related processes, including customer support, billing assistance, complaint handling, and new connection requests.
• Lead, coach, and inspire Team Leaders, SMEs, and a team of 50+ Customer Service Associates through regular feedback, training, and performance tracking.
• Track and meet all agreed SLAs and KPIs, including AHT, CSAT, FCR, quality, and productivity targets.
• Act as the main coordination point for process stakeholders in Mehsana, conduct operational reviews, share dashboard reports, and implement client feedback.
• Spot process bottlenecks and drive continuous improvement efforts to improve efficiency, accuracy, and customer experience.
• Maintain compliance with process rules, regulatory requirements, and internal quality standards, including audits and root-cause analysis for escalations.
• Prepare and present daily, weekly, and monthly MIS reports, study operational trends, and provide actionable insights to management and the client.
• Handle shift planning, manpower allocation, attrition control, and staffing alignment based on transaction and call volumes.

Requirements

• A graduate degree in any discipline is required; an MBA or PGDM in Operations is preferred.
• Minimum 6 years of experience in BPO/KPO operations, including at least 3 years in a managerial position.
• Prior experience in utility, telecom, or BFSI environments is preferred.
• Strong working knowledge of MS Excel, MIS reporting, and CRM tools.
• Understanding of power sector workflows will be considered an advantage.
• Fluency in Gujarati, Hindi, and English is mandatory.
• Must be comfortable working in rotational shifts, including weekends when needed.
• Should demonstrate strong leadership, client handling, analytical thinking, and the ability to perform in a fast-paced, target-oriented setup.

Additional information

This role is based in Mehsana, Gujarat, under the Operations / Client Services department. The position is full-time and onsite. The company offers compensation aligned with industry standards, performance-linked incentives, growth opportunities within the organization, and a professional workplace.

Important note

The employer mentions urgent hiring for this position and requests interested candidates to share their resume or get in touch directly with the hiring contact provided in the source.