Datamark

BPO and contact center services provider

Back Office Manager - Operations

Operations & LogisticsConfirmed live in the last 24 hours

Full-timeMumbai, Maharashtra, India₹700k - ₹900kIn-person

About the Job

Responsibilities

Lead, supervise, and motivate a team of back-office associates, ensuring high levels of productivity and engagement.
Provide training, coaching, and performance feedback to ensure consistent improvement and skill development.
Manage staffing levels and schedules to ensure the back office is adequately resourced at all times.
Identify, recommend, and implement process improvements to enhance operational efficiency and reduce costs.
Work closely with other departments to understand requirements and ensure seamless integration between back office and front office teams.
Monitor and track performance metrics to identify opportunities for process enhancements.
Oversee and ensure adherence to established quality standards and operational processes.
Conduct regular audits and reviews of back-office tasks to ensure that services are delivered in line with client expectations and contractual agreements.
Ensure compliance with company policies, industry regulations, and data privacy standards.
Prepare and present regular reports on back office operations, including performance metrics, service delivery, and process improvements.
Maintain accurate documentation of operational procedures, policies, and protocols.
Work with front-office teams to address client concerns, ensure timely resolutions, and contribute to maintaining client satisfaction.
Address escalated issues, and ensure that all back-office operations meet client requirements and service level agreements.
Monitor the back-office budget, identify areas for cost control, and manage operational expenditures.
Ensure optimal utilization of resources to meet operational goals without compromising quality.
Proactively address any issues or challenges related to back office operations, ensuring they are resolved in a timely manner.
Handle escalations from team members or clients related to back-office functions and processes.
Work closely with other departments, including human resources, information technology, and finance, to ensure the smooth operation of business process outsourcing services and to streamline internal workflows.

Back Office Manager - Operations

Datamark, Inc. · Mumbai, India · Full-time · Posted 2026-05-19

Salary: INR 700,000–900,000

Workplace: on_site

Department: Staff

Requirements

Back Office Manager - Operations

Key Responsibilities:

Team Management & Leadership:
Lead, supervise, and motivate a team of back-office associates, ensuring high levels of productivity and engagement.
Provide training, coaching, and performance feedback to ensure consistent improvement and skill development.
Manage staffing levels and schedules to ensure the back office is adequately resourced at all times.
Process Optimization & Efficiency:
Identify, recommend, and implement process improvements to enhance operational efficiency and reduce costs.
Work closely with other departments to understand requirements and ensure seamless integration between back office and front office teams.
Monitor and track performance metrics to identify opportunities for process enhancements.
Quality Assurance & Compliance:
Oversee and ensure adherence to established quality standards and operational processes.
Conduct regular audits and reviews of back-office tasks to ensure that services are delivered in line with client expectations and contractual agreements.
Ensure compliance with company policies, industry regulations, and data privacy standards.
Operational Reporting & Documentation:
Prepare and present regular reports on back office operations, including performance metrics, service delivery, and process improvements.
Maintain accurate documentation of operational procedures, policies, and protocols.
Client Relationship & Support:
Work with front-office teams to address client concerns, ensure timely resolutions, and contribute to maintaining client satisfaction.
Address escalated issues, and ensure that all back-office operations meet client requirements and SLAs (Service Level Agreements).
Budget & Resource Management:
Monitor the back-office budget, identify areas for cost control, and manage operational expenditures.
Ensure optimal utilization of resources to meet operational goals without compromising quality.
Problem Solving & Conflict Resolution:
Proactively address any issues or challenges related to back office operations, ensuring they are resolved in a timely manner.
Handle escalations from team members or clients related to back-office functions and processes.
Cross-Functional Collaboration:
Work closely with other departments (e.g., HR, IT, Finance) to ensure the smooth operation of BPO services and to streamline internal workflows.

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About the Company

Datamark

BPO and contact center services provider

DATAMARK provides business process outsourcing and contact center services for large enterprises, including Fortune 500 firms and government agencies. It handles front-office work like omnichannel, multilingual customer care and technical support, plus back-office tasks such as digital mailroom, data capture, document processing, and finance/accounting support, operating 24/7 from centers in the US, Mexico, and India. It differentiates itself with long client relationships, a global delivery network that includes nearshore and offshore options, and proprietary tools like DataScribe that transcribe and summarize calls to boost agent productivity, all guided by Lean Six Sigma process improvements. Its goal is to help clients cut costs, streamline operations, and achieve scalable, reliable, multilingual support.

Company size: 1,001-5,000
Company stage: Not listed
Total funding: Not listed
Headquarters: El Paso, TX
Founded: Not listed

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