About the job
Role Objective
To manage end\-to\-end operations of LPM process by leading large teams, ensuring SLA delivery, improving productivity, and driving employee engagement in a high\-volume, target\-driven environment.
Key Responsibilities
1\. Team \& Workforce Management
- Manage large teams (Team Leaders /ATL's \+ Agents – 50 to 100\+ QC)
- Plan staffing, shift rosters, and resource allocation (24x7 ops)
- Handle shrinkage, absenteeism, and attrition proactively
- Ensure optimum utilization of manpower
2\. SLA \& Performance Delivery
- Ensure achievement of client SLAs (TAT, AHT, CSAT, Quality, FCR)
- Monitor real\-time performance via dashboards
- Drive continuous improvement in KPIs
- Conduct daily/weekly performance reviews
3\. Client \& Stakeholder Management
- Conduct governance calls, performance reviews, and reporting
- Align operations with client expectations
4\. Employee Engagement \& Retention
- Drive engagement initiatives to reduce attrition
- Handle grievances, disciplinary issues, and escalations
- Build a high\-performance and positive work culture
- Recognize and reward top performers
5\. Training \& Capability Development
- Identify skill gaps and coordinate training programs with the help of QC team
- Work with Quality \& Training teams for continuous improvement
- Develop Team Leaders for leadership readiness
- Support onboarding and nesting phases
6\. Process Excellence \& Compliance
- Ensure SOP adherence and process standardization
- Drive Lean / Six Sigma / process improvement initiatives
- Maintain compliance with company policies \& audits
- Ensure data security and confidentiality (especially for ITES)
7\. MIS \& Reporting
- Publish daily/weekly/monthly dashboards (SLA, productivity, attrition)
- Analyze trends and recommend corrective actions
- Forecast workforce requirements
Key KPIs (BPO\-Specific)
- SLA Adherence
- Quality Score (%)
- Attrition \& Shrinkage
- Productivity
- Schedule Adherence
- Escalation Resolution Time
Required Skills
- Strong people management (large team handling)
- Excellent communication \& presentation skills
- Conflict management \& decision\-making
- Data\-driven mindset (MIS, dashboards)
- Ability to work in 24x7 / shift\-based environments
Qualifications
Graduate / MBA (preferred)
6–12 years of experience in BPO/ITES operations
Minimum 2–4 years in a managerial role
Reporting Structure
Reports to: Delivery Head
Direct Reports: Team Leaders / Assistant Managers
Span of Control: 50–100\+ employees
Ideal Candidate Profile
Experience in handling non\-voice
Strong attrition control strategies
Proven track record of SLA delivery
High ownership and execution mindset
Pay: ₹1,000,000\.00 \- ₹1,200,000\.00 per year
Work Location: In person