Operations Manager – BPO & Call Center

About the role

Kalash Services Pvt. Ltd. is seeking an experienced Operations Manager to oversee end‑to‑end BPO and call‑center operations, drive operational excellence and ensure high‑quality customer service delivery.

Key responsibilities

• Manage and oversee end‑to‑end call center/BPO operations to ensure efficient service delivery.
• Develop and implement operational strategies aligned with business and client objectives.
• Lead Team Leaders, Supervisors and Customer Service Representatives to achieve operational targets.
• Monitor and analyze KPIs such as SLA, AHT, CSAT, FCR, quality and productivity.
• Handle workforce planning, scheduling and capacity planning in coordination with WFM.
• Manage customer and client escalations and maintain strong client relationships.
• Identify process gaps and implement initiatives to improve productivity, quality and customer satisfaction.
• Ensure compliance with company policies, client requirements and quality standards.

Required profile

• Bachelor’s degree in Business Administration, Management or related field.
• 3–5 years experience in Call Center/BPO operations, with at least 2 years in a managerial role.
• Proven experience managing large customer‑service teams.
• Strong understanding of BPO operations, workforce management and quality management.
• Excellent verbal and written communication skills.
• Willingness to work rotational shifts, including weekends and holidays.

What we offer

• Opportunity to lead and manage diverse BPO operations.
• Exposure to multiple clients, processes and business environments.
• Professional and collaborative work culture with leadership and career growth opportunities.
• Performance‑driven and learning‑focused workplace.