Operations Manager
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Lead day-to-day BPO operations across Sales, Customer Support, and Blended processes. Drive team performance through Team Leaders and SMEs, maintain service quality, and achieve business KPIs in a fast-paced contact center environment. Manage operational metrics, dashboards, MIS reporting, and cross-functional coordination to ensure SLA adherence and continuous process improvement.
Requirements at a glance
Quick 30-second check — fill what applies and we'll show how this role lines up. Purely informational; you can always apply anyway.
What We're Really Looking For
- Operational firefighting under pressure
- Data-driven decision-making speed
- Coaching mindset over command-control
Technical Skills
Must have
- ◆6–7 years BPO experience with proven track record in Operations Management
- ◆Hands-on experience managing large teams (100+ FTEs) and multiple Team Leaders
- ◆Strong command of BPO KPIs: Productivity, AHT, CSAT, Quality, Sales Conversion, Attrition, SLA adherence
- ◆Proficiency in MIS reporting, operational dashboards, and MS Excel (pivot tables, lookups, data analysis)
- ◆Demonstrated ability to handle escalations, resolve operational bottlenecks, and drive process improvements
- ◆Excellent communication, leadership, and people-management skills in a target-driven environment
About Mas Callnet India (P) Ltd
Mas callnet India Pvt. Ltd. is a leading Business Process Outsourcing (BPO) and customer experience management company delivering end-to-end voice, non-voice, collections, customer support, sales, back-office, and digital process solutions. We partner with organizations across BFSI, fintech, e-commerce, telecom, and other industries to help them improve operational efficiency, customer satisfaction, and business growth. Driven by technology, data, and people, we combine AI-powered insights with a highly skilled workforce to deliver measurable business outcomes. With a strong focus on innovation, quality, compliance, and continuous learning, we provide an environment where employees can build rewarding careers while helping clients achieve operational excellence.