Back

Operations Manager (BPO & Call Center)

Industry Other
Category General Management
Location Lalitpur District, Nepal
Salary Not Disclosed
Expiry date Oct 11, 2026 (4 days left)

Job Description

About Kalash Services

Kalash Services Pvt. Ltd. is a leading Business Process Outsourcing (BPO) company based in Lalitpur, Nepal, providing high-quality inbound and outbound customer support solutions. We are committed to delivering exceptional service through innovation, technology, and a highly skilled workforce.

About The Role

Kalash Services Pvt. Ltd. is looking for an experienced and results-driven Operations Manager to oversee end-to-end call center/BPO operations, drive operational excellence, and ensure consistent delivery of high-quality customer service. The ideal candidate will have strong leadership capabilities, excellent client-handling skills, and a proven track record of managing large teams and achieving operational targets.

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 and manage Team Leaders, Supervisors, and Customer Service Representatives to achieve operational targets.
Monitor and analyze key performance indicators (KPIs, SLAs, AHT, CSAT, FCR, Quality, Productivity, and Service Level).
Establish performance targets and ensure timely achievement through effective monitoring and performance management.
Conduct regular performance reviews and implement corrective and improvement plans where required.
Ensure effective workforce utilization, staffing, scheduling, and capacity planning in coordination with WFM.
Manage customer and client escalations and ensure timely resolution of operational issues.
Build and maintain strong relationships with clients and act as a key point of contact for operational matters.
Conduct regular client performance reviews and share operational reports, insights, and improvement plans.
Identify process gaps and implement initiatives to improve productivity, quality, customer satisfaction, and operational efficiency.
Ensure compliance with company policies, client requirements, SOPs, and quality standards.
Coordinate with HR, Recruitment, Training, Quality, WFM, IT, and other departments to ensure seamless operations.
Review operational reports and use data-driven insights to support business decisions.
Monitor employee engagement, attrition, absenteeism, and performance trends and implement appropriate action plans.
Support business growth by contributing to process improvement, client retention, and operational expansion initiatives.
Prepare and present regular operational performance reports to senior management.
Ensure effective risk management, business continuity, and operational discipline across assigned processes.

Requirements

Bachelor’s degree in Business Administration, Management, or a related field.
3–5 years of relevant experience in Call Center/BPO operations, with at least 2 years in a managerial or senior leadership role.
Proven experience managing large teams in a customer service, BPO, or contact center environment.
Strong understanding of BPO operations, workforce management, quality management, and customer experience.
Demonstrated experience managing operational KPIs such as AHT, CSAT, FCR, SLA, Service Level, Quality, Productivity, and Occupancy.
Strong client relationship and stakeholder management skills.
Excellent knowledge of MS Excel, reporting, dashboards, and data analysis.
Strong leadership, decision-making, analytical, and problem-solving abilities.
Excellent verbal and written communication skills.
Ability to manage multiple processes, teams, and priorities in a fast-paced environment.
Willingness to work in rotational shifts, including weekends and holidays, based on business requirements.

Key Skills