Manager - Operations

Company Profile

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company is a global leader providing business process solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With a global footprint across US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, they ‘make it happen’ for their clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Firstsource’s inch-wide, mile-deep practitioners work collaboratively, leveraging UnBPO™ - their differentiated approach to reimagining traditional outsourcing - to deliver real-world, future-focused solutions that drive speed, scale, and smarter decision, turning transformation into tangible results for clients.

Job Description: Manager – Operations

Role Summary:

The 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