General Manager - Operations

Job Title General Manager – Operations Department Operations / Customer Service Location Call Centre / BPO Reports To Vice President Operations / Business Head / Director Operations/SR. General Manager – Operations Job Summary The General Manager – Operations is responsible for leading and managing end-to-end call centre operations to ensure service excellence, operational efficiency, client satisfaction, and achievement of business targets. This role oversees performance delivery across customer service, productivity, quality, compliance, workforce planning, and people management while driving continuous improvement initiatives. Key Responsibilities Operational Management • Lead day-to-day call centre operations across inbound, outbound, email, chat, or blended processes. • Ensure achievement of key operational metrics such as service level, average handling time, customer satisfaction, quality scores, first call resolution, and productivity. • Monitor overall process performance and take corrective actions to meet business goals. • Drive operational excellence through standardization, process optimization, and continuous improvement.