Centre Manager – Offshore Operations

Role Purpose

We are seeking a high-calibre Centre Manager to lead our offshore operations in Ahmedabad. This role will act as a critical bridge between Australian business expectations and Indian execution.

This is not a traditional operations role. The ideal candidate will be responsible for building a high-performance customer-first culture enhancing attention to detail and fostering an environment where employees feel valued accountable and proud of their work.

Key Responsibilities

1. Culture & People Leadership (Core Priority)

• Build a people-first high-trust culture that promotes respect accountability and ownership

• Develop strong relationships with team members across all levels

• Foster a customer-centric mindset within the team

• Drive employee engagement morale and retention

• Lead by example in professionalism empathy and discipline

2. Customer Experience Excellence

• Instill a strong customer-first approach across operations

• Ensure service delivery aligns with Australian quality standards

• Improve attention to detail communication and ownership

• Minimize escalations through proactive quality management

3. Operations & Performance Management

• Oversee daily operations with a focus on SLA adherence and service quality

• Define monitor and improve key performance indicators (KPIs)

• Drive accountability across Team Leaders and agents

• Identify performance gaps and implement corrective actions

4. Talent & Capability Building

• Hire develop and retain high-performing team members

• Coach Team Leaders to become effective people managers

• Build a strong leadership pipeline within the organization

• Enhance team capability discipline and ownership mindset

5. India–Australia Alignment

• Act as the primary interface between offshore teams and Australian stakeholders

• Translate business expectations into clear and actionable processes

• Ensure alignment transparency and effective communication across geographies

6. Process Improvement & Scalability

• Strengthen SOPs and operational discipline

• Identify inefficiencies and implement practical improvements

• Support business growth and scalability initiatives

Key Success Metrics

• High employee engagement and reduced attrition

• Improved customer satisfaction and service quality

• Strong accountability culture across teams

• Consistent SLA achievement (95%)

• Reduction in escalations and rework

• Positive feedback from Australian stakeholders

Ideal Candidate Profile

• 5 years of experience in call centre / BPO / operations leadership

• Proven track record of managing mid-to-large offshore teams

• Experience working with international customers (Australia/UK/US)

• Prior work or living experience in Australia UK or similar markets preferred

• Strong understanding of Western customer service expectations

• Demonstrated ability to lead engage and transform team culture

• Passionate about people leadership and building high-performing teams

Required Skills:

People Leadership Customer-Centric Mindset Employee Engagement Talent Development Coaching Performance Management SLA Adherence KPI Monitoring Accountability Process Improvement Operational Discipline Cross-Cultural Communication Building High-Performance Teams Call Centre Operations BPO Operations Managing Offshore Teams International Customer Service Stakeholder Communication