COO

Role Summary:
We are seeking an experienced and dynamic Chief Operating Officer (COO) to oversee our BPO operations in Mumbai. The COO will be responsible for driving operational excellence, strategic planning, and efficient execution across all business units. This role requires a strong leader with a proven track record in the BPO/Call Centre industry, adept at managing large teams, optimizing processes, and ensuring client satisfaction. The ideal candidate will possess a Bachelor of Arts degree and 5-5 years of progressive leadership experience.

Key Responsibilities:
- Develop and implement strategic operational plans to achieve company objectives and growth targets.
- Oversee day-to-day operations, ensuring efficiency, quality, and adherence to service level agreements (SLAs).
- Manage and mentor departmental heads, fostering a high-performance culture.
- Drive continuous improvement initiatives, identifying and implementing best practices in process optimization and technology adoption.
- Monitor key performance indicators (KPIs) and financial metrics, providing regular reports to the executive team.
- Ensure compliance with all relevant regulations and company policies.
- Manage client relationships and ensure exceptional service delivery.
- Lead recruitment, training, and development programs for operational staff.
- Collaborate with other departments, including sales, HR, and finance, to ensure seamless business operations.
- Mitigate operational risks and develop contingency plans.