Operation Manager

Full time @Ascent BPO Services Pvt. Ltd. posted 1 week ago in Operations
  • Sector 63, Noida, Uttar Pradesh, India View on Map
  • Post Date : June 6, 2026
  • Salary: $32000 - $45000
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Job Detail

  • Job ID 9040

Job Description

Manage and oversee multiple BPO processes, including Sales and Customer Support (Inbound & Outbound).
Lead Team Leaders, Supervisors, and Executives to achieve operational and business targets.
Monitor daily productivity, attendance, performance metrics, and service levels.
Develop and implement strategies to improve operational efficiency and team performance.
Ensure adherence to company policies, quality standards, and client requirements.
Analyze performance reports and identify areas for improvement.
Conduct regular team reviews, coaching sessions, and performance evaluations.
Collaborate with HR for recruitment, training, and workforce planning.
Handle escalations and ensure timely resolution of customer and operational issues.
Monitor key performance indicators (KPIs) such as Conversion Rate, Revenue, AHT, CSAT, Quality Scores, and Productivity.
Prepare and present operational reports to senior management.
Drive employee engagement and maintain a positive work environment.

Ensure achievement of monthly, quarterly, and annual business goals.

Required skills

Business Operations Good English

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