We are hiring an experienced Operations Manager with strong BPO operations management expertise and relevant Google Product experience to lead operational performance, manage teams, and drive service delivery excellence.

If you have a proven track record in managing BPO operations, monitoring KPIs, driving process improvements, and leading high-performing teams, this opportunity is for you!

JOB DETAILS

• Position: Operations Manager

• Role/Skill: BPO Operations Management

• Industry: Business Process Outsourcing (BPO)

• Locations: Chennai / Indore

• Experience: 5–10 Years

• Band: BPO5

Mandatory Requirement: Relevant Google Product Experience

KEY RESPONSIBILITIES

1. Performance & Compliance Governance

• Ensure consistent achievement of operational KPIs and compliance standards.

• Lead, coach, and motivate team members to achieve performance targets.

• Analyze performance reports and operational data to identify trends, strengths, and improvement areas.

• Establish effective communication protocols across teams and stakeholders.

• Ensure operational excellence and adherence to client requirements.

2. Team Leadership & Employee Development

• Drive overall team performance and individual professional development.

• Monitor individual and team performance metrics and provide constructive feedback.

• Develop and implement performance improvement plans (PIPs) and employee development strategies.

• Identify training, mentoring, and coaching opportunities to enhance team capabilities.

• Build a high-performing, accountable, and motivated operations team.

3. Daily Operations & Process Improvement

• Conduct daily operational meetings to communicate updates, align priorities, and encourage collaboration.

• Forecast staffing requirements and efficiently manage workforce allocation and scheduling.

• Oversee daily operational workflows to ensure smooth business operations.

• Identify and resolve operational challenges, bottlenecks, and service delivery issues.

• Escalate significant operational risks and concerns to the Account Manager.

• Proactively identify and implement process improvement initiatives.

REQUIRED SKILLS & COMPETENCIES

• Strong BPO Operations Management experience.

• Relevant Google Product experience is mandatory.

• Excellent understanding of KPI management and performance monitoring.

• Strong analytical skills with the ability to interpret operational data and drive improvements.

• Proven leadership, team management, coaching, and mentoring abilities.

• Experience in workforce planning, resource allocation, and operational scheduling.

• Strong understanding of compliance governance and quality standards.

• Excellent stakeholder management and communication skills.

• Ability to manage operations in a 24/7 shift environment.

• Strong problem-solving and decision-making capabilities.

ELIGIBILITY CRITERIA

• Candidates must have 5–10 years of relevant professional experience.

• Must have relevant Google Product experience.

• Must be willing to work in Chennai or Indore.

• Must be flexible to work in 24/7 rotational shifts.

• Previous BPO operations leadership or management experience is essential.

• Former TCS employees are NOT eligible to apply.

IMPORTANT DOCUMENTATION REQUIREMENT

The following details are mandatory for profile creation:

• PAN (Permanent Account Number)

• Date of Birth (DOB)

Please keep these details available for the recruitment process. Sensitive personal information should only be submitted through the authorized and secure recruitment channel.

HOW TO APPLY – PRESCREENING QUESTIONS

Interested candidates should answer the following questions in the COMMENT SECTION to help us evaluate their eligibility:

1. Full Name:

2. Total Years of Experience:

3. Years of BPO Operations Management Experience:

4. Do you have relevant Google Product experience? If yes, specify the product/program.

5. Current Company:

6. Current Location:

7. Preferred Work Location: Chennai or Indore?

8. Current CTC:

9. Expected CTC:

10. Notice Period:

11. Are you comfortable working in 24/7 rotational shifts?

12. Are you a former TCS employee? (Yes/No)

IMPORTANT: Only candidates meeting the mandatory Google Product experience and eligibility requirements will be considered for further evaluation.