Senior Manager - Operations

About Firstsource

Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specialises in helping customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes.

We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines, India and Mexico. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals.

Our clientele includes Fortune 500 and FTSE 100 companies

Job Description: Senior Manager – Operations

Role Summary:

The Senior Manager – Operations will lead a team of Team Leaders across multiple lines of business, ensuring operational excellence, client satisfaction, and team development. This role demands strategic oversight, strong leadership, and the ability to drive performance in a dynamic BPO environment.

Key Responsibilities:

· Team & Workflow Management

· Oversee daily staffing, workflow, and adherence to quality and quantity standards.

· Ensure line adherence goals are consistently met across departments.

· Participate in capacity planning and resource allocation meetings.

· Performance & Coaching

· Conduct regular one-on-one meetings with team members to coach and guide performance.

· Use performance data and direct observation to provide actionable feedback.

· Develop and implement strategies to improve overall team performance.

· Client & Stakeholder Engagement

· Maintain strong relationships with clients, proactively adding value and resolving service delivery issues.

· Partner closely with clients to meet SOW requirements and business objectives.

· Operational Excellence

· Monitor service levels and revenue, recommending cost-effective improvements.

· Lead initiatives to optimize seating and support structures.

· Ensure compliance with internal policies and external regulations.

· Communication & Recognition

· Drive internal communication protocols and recognition campaigns.

· Use tools like WhatsApp for urgent updates and internal trackers for readiness.

· Project & Strategic Initiatives

· Take ownership of strategic projects as needed.

· Shape the future of service delivery through innovation and continuous improvement.

· Leadership & HR Collaboration

· Provide input on hiring, performance reviews, and disciplinary actions.

· Motivate staff and foster a cohesive, high-performing team culture.

Required Skills & Competencies:

· Proven ability to manage multi-functional teams in a fast-paced BPO environment.

· Strong understanding of SLA management, staffing models, and service delivery metrics.

· Excellent interpersonal, coaching, and communication skills.

· Analytical mindset with strong reporting and decision-making capabilities.

· Ability to adapt to changing business needs and manage workload flexibility.

· Knowledge of budgeting, cost estimation, and fiscal management.

· Familiarity with performance evaluation procedures and contract management.

Education & Experience:

· Bachelor’s degree required; Master’s preferred.

· 7–10 years of management experience in a contact center or service delivery environment (voice and email support).

· Experience in handling multiple lines of business and client-facing operations.

⚠️ Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.