Program Manager – BPO Operations

Job Title: Program Manager – BPO Operations

Location: Panchkula, Haryana Shift: Night Shift Job Type: Full-Time Experience: 7+ Years

Job Summary

We are seeking an experienced Program Manager to lead and scale a high-volume customer support operation. This role will serve as the primary point of contact for the client and will be responsible for managing client relationships, operational performance, leadership teams, and program growth.

The ideal candidate will have extensive experience in BPO/contact center operations, stakeholder management, team leadership, and performance management in a fast-paced, metrics-driven environment.

Key ResponsibilitiesClient Relationship Management

Act as the primary point of contact for the client at operational and executive levels.

Lead Weekly Business Reviews (WBRs) and present performance insights, root cause analysis, and action plans.

Manage client escalations, operational discussions, and expansion opportunities.

Build strong client relationships through proactive communication and consistent delivery.

Operational Management

Own key operational metrics including Quality, CSAT, FCR, Adherence, Availability, Transfer Rate, and Response Time.

Collaborate with Operations, Quality, Training, and Workforce Management teams to drive performance improvements.

Monitor program performance, identify trends, and implement corrective actions.

Ensure smooth operation of a 24x7 support environment.

Reporting & Analysis

Prepare and present performance dashboards and business reports.

Conduct detailed root cause analyses and track improvement initiatives.

Deliver accurate and timely operational, quality, and capacity planning reports.

Leadership & Team Development

Build, mentor, and manage high-performing leadership teams.

Define ownership and accountability across all operational functions.

Drive succession planning and leadership hiring initiatives.

Coach managers and team leaders on performance management and client communication.

Growth & Strategic Planning

Lead workforce planning and headcount forecasting activities.

Support program ramp-ups, expansions, and new business initiatives.

Identify opportunities to improve efficiency, service quality, and client value.

Required Qualifications

8+ years of experience in BPO, Contact Center Operations, Customer Support, or Managed Services.

Experience managing enterprise client relationships as the primary point of contact.

Proven experience leading teams supporting 30+ agents in a 24x7 environment.

Strong understanding of contact center KPIs including CSAT, FCR, AHT, Adherence, Shrinkage, and Service Levels.

Experience leading client reviews, business presentations, and executive-level discussions.

Strong analytical, problem-solving, and decision-making skills.

Excellent verbal and written communication skills.

Preferred Qualifications

Experience in logistics, last-mile delivery, transportation, or customer support operations.

Familiarity with CRM and contact center platforms such as Salesforce, Twilio, Metabase, or similar tools.

Experience managing program ramp-ups and scaling operations.

Ability to commute/relocate:

Panchkula, Haryana: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

Available to work in rotational shifts.

Have Experience in Handling Team?

Have 7+ Years of prior experience?

Current CTC

Expected CTC

Location:

Panchkula, Haryana (Preferred)

Work Location: In person