About Us: J&J Ventures is a leading player in the BPO sector, dedicated to delivering exceptional services while fostering a supportive and efficient work environment. We are seeking an experienced Operations Manager with over 3 years in the BPO industry to join our team in Lucknow. The ideal candidate will be responsible for overseeing the day-to-day operations and ensuring that our business processes run smoothly and efficiently. Job Description: As an Operations Manager at J&J Ventures, you will be instrumental in optimizing operational workflows, managing client relationships, and leading a team of professionals to achieve business objectives. Your expertise in BPO operations will drive performance improvements and ensure the delivery of high-quality services. Key Responsibilities: 1. Operational Oversight: Manage day-to-day operations of the BPO unit, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs). Monitor and evaluate operational processes to identify areas for improvement and implement best practices. 2. Team Leadership: Lead, mentor, and motivate a team of supervisors and staff to achieve operational goals and deliver exceptional service. Conduct regular team meetings and performance reviews, providing constructive feedback and support. 3. Client Management: Build and maintain strong relationships with clients, addressing their needs and concerns promptly. Oversee the execution of client projects, ensuring alignment with their expectations and requirements. 4. Process Improvement: Analyze operational data and performance metrics to identify trends and areas for process enhancement. Develop and implement strategies to improve efficiency, reduce costs, and enhance service quality. 5. Compliance & Quality Assurance: Ensure compliance with company policies, industry regulations, and client requirements. Implement and monitor quality assurance programs to maintain high standards of service delivery. 6. Resource Management: Manage resource allocation, including staffing, equipment, and technology, to optimize operational performance. Coordinate with HR and other departments to address staffing needs and support employee development. 7. Reporting & Analysis: Prepare and present regular reports on operational performance, client satisfaction, and financial metrics to senior management. Qualifications: Utilize data-driven insights to make informed decisions and drive continuous improvement. Experience: Minimum of 5 years of experience in an operations management role within the BPO industry. Education: Bachelor’s degree in Business Administration, Operations Management, or a related field. Relevant certifications are a plus. Skills: Strong understanding of BPO operations and industry best practices. Excellent leadership, communication, and interpersonal skills. Proficiency in operations management software and MS Office Suite. Ability to analyze data, identify trends, and implement effective solutions. Strong problem-solving abilities and attention to detail.