Operations Manager Jobs Opening in Black Seedspire Technologies Pvt Ltd at Banashankari, HBR Layout, HSR, Bangalore
Job Description
Shift Timing: Day Shift
Experience Required: Minimum 4–5 years in call centre operations with international process exposure
More information about this Operations Manager Job
Please go through the below FAQs to get all answers related to the given Operations Manager job
Experience Required: Minimum 4–5 years in call centre operations with international process exposure
Education: Graduate (preferably in Business Administration or Operations Management)
Job Summary:
The Operations Manager will oversee end-to-end service delivery for the Travel Helpdesk process, managing team performance, driving operational excellence, and ensuring 100 percent adherence to client-defined SLAs and quality benchmarks.
The Operations Manager will oversee end-to-end service delivery for the Travel Helpdesk process, managing team performance, driving operational excellence, and ensuring 100 percent adherence to client-defined SLAs and quality benchmarks.
Key Responsibilities:
● Own the overall operational execution of the travel desk process, spanning customer experience, efficiency, and compliance.
● Develop strategic plans to improve service metrics including CSAT, FCR, Quality, and Productivity.
● Manage multiple teams across shifts, ensuring SLA adherence and peak load management.
● Lead workforce planning, capacity forecasting, scheduling, and shrinkage management.
● Interface directly with client stakeholders for performance reviews, improvement plans, and compliance mandates.
● Conduct daily performance reviews with Team Leaders and ensure timely issue resolution and escalation management.
● Monitor dashboards and generate comprehensive MIS reports for internal and external stakeholders.
● Collaborate with Quality, Training, and HR teams for agent development, reward programs, and retention strategies.
● Own performance appraisals, team health metrics, and succession planning.
● Ensure adherence to compliance standards including PCI-DSS, HIPAA (if applicable), labor laws, and client-specific requirements.
Required Skills & Competencies:
● Proven leadership and people management experience in high-volume international call centers.
● Excellent knowledge of US travel/airline policies, customer handling, and issue resolution frameworks.
● Strong analytical and strategic decision-making skills.
● Proficiency in CRM systems, dialers, WFM platforms, and reporting dashboards.
● Client engagement, crisis management, and cross-functional coordination expertise.
● Own the overall operational execution of the travel desk process, spanning customer experience, efficiency, and compliance.
● Develop strategic plans to improve service metrics including CSAT, FCR, Quality, and Productivity.
● Manage multiple teams across shifts, ensuring SLA adherence and peak load management.
● Lead workforce planning, capacity forecasting, scheduling, and shrinkage management.
● Interface directly with client stakeholders for performance reviews, improvement plans, and compliance mandates.
● Conduct daily performance reviews with Team Leaders and ensure timely issue resolution and escalation management.
● Monitor dashboards and generate comprehensive MIS reports for internal and external stakeholders.
● Collaborate with Quality, Training, and HR teams for agent development, reward programs, and retention strategies.
● Own performance appraisals, team health metrics, and succession planning.
● Ensure adherence to compliance standards including PCI-DSS, HIPAA (if applicable), labor laws, and client-specific requirements.
Required Skills & Competencies:
● Proven leadership and people management experience in high-volume international call centers.
● Excellent knowledge of US travel/airline policies, customer handling, and issue resolution frameworks.
● Strong analytical and strategic decision-making skills.
● Proficiency in CRM systems, dialers, WFM platforms, and reporting dashboards.
● Client engagement, crisis management, and cross-functional coordination expertise.
Mandatory Requirements:
● Minimum 4–5 years of experience as Operations Manager or Senior Team Leader in an international BPO (Travel support preferred).
● Demonstrated track record of improving KPIs and customer satisfaction scores.
● Must be open to flexible scheduling including US holiday support.
● Ability to lead high-performing teams and meet aggressive performance standards under pressure.
● Minimum 4–5 years of experience as Operations Manager or Senior Team Leader in an international BPO (Travel support preferred).
● Demonstrated track record of improving KPIs and customer satisfaction scores.
● Must be open to flexible scheduling including US holiday support.
● Ability to lead high-performing teams and meet aggressive performance standards under pressure.
More information about this Operations Manager Job
Please go through the below FAQs to get all answers related to the given Operations Manager job
- What are the job requirements to apply for this Operations Manager job position?
- Ans: A candidate must have a minimum of 3+ year experience as an Operations Manager
- What is the qualification for this job?
- Ans: The candidate can be a Graduate from any of the following: B.Com, BBA/BBM, MBA/PGDM, CS, ICWA
- What is the hiring Process of this job?
- Ans: The hiring process all depends on the company. Normally for an entry level, hiring the candidate has to go for Aptitude, GD (If they look for communication),Technical test and face to face interviews.
- This Operations Manager is a work from home job?
- Ans: No ,its not a Work from Home Job.
- How many job vacancies are opening for the Operations Manager position?
- Ans: There are immediate 1 job openings for Operations Manager in our Organisation.
Job Particulars
Role management trainee
Who can apply Experienced (3+ Years)
Hiring Process Face to Face Interview, Virtual Interview
Employment TypeFull Time
Job Id2745331
Job Category MBA , Walkin , BSc/BCA/BBM , Management
Locality Address Banashankari , HBR Layout , HSR , Indiranagar , Jayanagar
State Karnataka
Country India
About Company
Black Seedspire Technologies is committed to driving efficiency and innovation for businesses around the world. Our comprehensive outsourcing solutions are meticulously crafted to align with the distinct needs of diverse industries. By leveraging our expertise, companies can optimize their operations, cut costs, and significantly elevate their customer experience. Partner with us to unlock your business's full potential stay ahead in a competitive landscape.
Our innovative approaches redefine the possibilities for driving operational efficiency and sustainable growth, ensuring success for businesses in today's competitive landscape.
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