Manager- Operations (Call Center)

We are looking for a results-driven Manager Operations to lead our in-house captive contact centre operations. The role will be responsible for managing day-to-day contact centre performance, ensuring excellent customer experience, driving operational efficiency, and maintaining high service standards across customer interactions.

The ideal candidate should have hands-on experience in managing inbound and outbound customer support operations, leading team leaders and customer service executives, monitoring key performance indicators (KPIs), and implementing process improvements in a

high-volume, customer-centric environment, preferably within e-commerce, D2C, retail, or consumer businesses.

Role & responsibilities

• Operations Management: Manage day-to-day contact centre operations across voice, email, chat, and other channels, ensuring timely resolution of customer queries and escalations.
• Team Leadership: Lead and develop team leaders, supervisors, and support executives, driving productivity, training, employee engagement, and performance improvement.
• Performance & MIS: Track key metrics such as SLA, AHT, FCR, CSAT, quality scores, and productivity. Prepare dashboards and implement corrective actions.
• Customer Experience: Ensure high customer satisfaction, manage critical escalations, and identify recurring customer issues to improve service quality.
• Process Improvement & Cost Optimization: Improve operational efficiency, workforce planning, resource utilization, automation, and cost per contact.
• Cross-Functional Coordination: Collaborate with E-commerce, Logistics, Order Management, Warehouse, Finance, and Technology teams to resolve customer issues and support peak-season requirements.
• Quality & Compliance: Ensure adherence to SOPs, quality standards, data privacy policies, and operational governance requirements.

Preferred candidate profile

• Bachelor's degree in Business Administration, Operations, Management, or a related discipline.
• An MBA or relevant postgraduate qualification would be an advantage.
• 5-8 years of experience in contact centre, customer service, or customer experience operations, with at least 2-3 years in a managerial or team leadership capacity.
• Proven experience managing an in-house captive contact centre or large-scale customer support operations.
• Experience handling high-volume customer interactions across multiple channels.
• Strong understanding of contact centre metrics, workforce planning, quality management, and performance monitoring.
• Experience in e-commerce, D2C, retail, consumer internet, or other customer-centric businesses will be preferred.
• Demonstrated ability to manage teams, improve operational KPIs, and drive customer satisfaction.
• Strong analytical, problem-solving, stakeholder management, and communication skills.
• Proficiency in Excel, MIS reporting, dashboards, and contact centre CRM or telephony platforms.

Interested candidates may apply directly or share their profiles at [email removed]