Lead and manage daily BPO operations across both Voice and Non-Voice processes, ensuring compliance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
Develop, implement, and refine operational strategies that ensure high levels of efficiency, quality, and customer satisfaction.
Oversee execution of production plans and monitor team performance metrics to drive continuous improvement.
Handle high-level client escalations effectively and ensure issues are resolved promptly and professionally.
Team Leadership
Lead, mentor, and develop a large workforce including managers and frontline employees (minimum 250 FTEs).
Conduct performance reviews, drive individual development plans, and implement team training programs to elevate skills and capabilities.
Promote a culture of accountability, collaboration, and continuous learning within the team.
Monitor workforce productivity and implement workforce management practices including shrinkage and attrition control.
Client Relationship Management
Act as the key point of contact for client accounts, ensuring strong, trust-based relationships.
Conduct regular client engagements including Quarterly Business Reviews (QBRs) and Monthly Business Reviews (MBRs).
Identify and recommend operational improvements, value-add opportunities, and cross-sell/upsell solutions aligned with client goals.
Ensure customer satisfaction and long-term retention by proactively managing expectations and service delivery.
Process Improvement & Automation
Lead process excellence initiatives with a focus on reducing inefficiencies, improving turnaround time, and enhancing service quality.
Identify and implement process automation and digitization solutions in collaboration with technology and transformation teams.
Standardize best practices across operations to ensure consistent performance and scalable delivery models.
Drive compliance with internal controls, client requirements, and relevant industry standards.
Financial Management
Prepare, manage, and track operational budgets, ensuring optimal resource allocation and cost-effectiveness.
Monitor financial metrics such as gross margin (GM), cost per transaction, and overall profitability.
Use financial insights to make informed decisions that align operational strategies with company goals.
Support strategic planning through accurate financial forecasting and capacity planning.
Reporting & Data Analytics
Generate and present detailed reports on operational, financial, and client satisfaction metrics to senior leadership.
Leverage advanced Excel and BI tools to analyze performance trends, operational bottlenecks, and improvement areas.
Utilize data-driven insights to support key business decisions and strategic initiatives.
Ensure accurate and timely reporting to internal stakeholders and clients.
Location: Thane, Maharashtra, India
Work Type: Full-time | Flexible for 24/7 Shifts
Travel Requirement: US Travel (as required)
Experience Required: 12–18 years
Reporting To: Site Leader
Requirements
12–18 years of experience in BPO operations, with a strong focus on both Voice and Non-Voice services.
Minimum 3–5 years in a managerial role overseeing large-scale operations.
Extensive experience in international BPO data entry processes.
Strong background in capacity planning, budget control, and resource forecasting.
Expertise in attrition calculation, shrinkage management, and workforce analytics.
Proven experience in client-facing roles, particularly in QBR and MBR presentations.
Demonstrated ability in calculating and managing Gross Margin.
Experience in implementing process automation and operational excellence frameworks.
Proficient in MS Excel and other data management/reporting tools.
Valid Passport required; prior US business travel experience is a plus.
Excellent communication, leadership, and stakeholder management skills.
Benefits
Provident Fund (PF) – Statutory savings and retirement benefit.
Gratuity – Provided as per applicable laws to reward long-term tenure.
Mediclaim Insurance – Comprehensive health insurance coverage for employees and dependents.
International Travel Opportunities – Especially to the US; candidates must hold a valid Passport.
Company Description About Sopra Steria Sopra Steria, a major Tech player in Europe with 51,000 employees in nearly 30 countries, is recognised for its consulting, digital services and solutions. It helps its clients drive their digital transformation and obtain tangible and sustainable benefits.
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