Operations Manager Jobs in Chennai BPO Call Centre

📋 Job Description

Jobzi is sourcing qualified candidates for Operations Manager positions in Chennai's private BPO Call Centre sector. This is a full-time opportunity with a reputed BPO and Call Centre employer in Chennai offering competitive salary, structured growth, and a professional work environment. Tamil communication skills are preferred alongside English for professional and business interaction in Chennai.

📌 Key Responsibilities

• Manage end-to-end BPO operations for one or more client accounts, ensuring SLA delivery, quality compliance, and cost efficiency.
• Lead and develop a management team of assistant managers and team leaders across multiple BPO processes or shifts.
• Own client relationship management for assigned accounts, conducting regular business reviews and managing escalation resolution.
• Oversee budget management, cost control, and P&L awareness for the assigned operations to meet profitability targets.
• Drive strategic process improvement programmes using Six Sigma, lean, or COPC frameworks to enhance operational performance.
• Coordinate with transition, training, and workforce management teams for new process launches, volume ramp-ups, and stabilisation.
• Prepare and present executive-level operational performance reports to senior leadership and client stakeholders on a monthly basis.

🎓 Qualifications and Requirements

• Graduate or MBA degree with six to twelve years of BPO experience including at least three years in a senior operations role.
• Proven track record of managing large BPO operations with headcount of 200 or more agents across multiple processes.
• Strong client relationship management skills with experience in conducting business reviews, handling escalations, and managing expectations.
• Comprehensive understanding of BPO P&L, cost structures, billing models, and operational profitability management.
• Experience in implementing process improvement programmes such as Six Sigma, lean operations, or COPC standards in BPO environments.
• Excellent leadership and people development skills with demonstrated ability to build and retain high-performing management teams.
• Familiarity with BPO technology platforms including CRM, WFM, quality monitoring systems, and operational reporting tools.
• Good Tamil and English communication skills for team coordination and client interaction in Chennai.

✅ Required Skills