Operations Manager

Job Summary

Looking for jobs in Mumbai in operations leadership or BPO Operations Manager jobs Fusion CX is hiring an Operations Manager - Customer Service for a Device Care After-Sales Service-focused process. This is an excellent opportunity for professionals exploring call center jobs in Mumbai, operations manager roles, or BPO leadership jobs with a focus on performance, team management, and client delivery. If you have experience in contact center operations, strong BFSI and insurance exposure, and the ability to manage teams and KPIs, this role offers a structured pathway to grow in operations leadership and customer experience management.

As an Operations Manager, you will be responsible for managing day-to-day contact center operations, ensuring service delivery excellence, and leading teams to achieve performance targets. You will work closely with internal teams and clients to maintain high-quality service standards and drive operational efficiency. This role requires strong leadership, process understanding, and the ability to manage performance metrics in a fast-paced customer service environment.

Key Responsibilities

• Manage end-to-end contact center operations and ensure smooth service delivery
• Lead and supervise teams to achieve performance targets and KPIs
• Monitor and manage key service metrics, including SLA, Quality, Productivity, Attrition, and Shrinkage
• Handle client interactions and manage escalations effectively
• Drive process improvements to enhance operational efficiency and customer experience
• Ensure adherence to company policies and operational guidelines
• Collaborate with internal stakeholders to optimize workflow and performance
• Maintain high standards of customer service and operational excellence

Qualifications Experience

• Education: Graduate (mandatory)
• Minimum 2 years of experience in BPO or Contact Center operations
• Strong exposure to the BFSI domain, especially in customer service and product insurance
• Experience in team management, client management, and KPI delivery

Key Skills

• Strong understanding of contact center metrics (SLA, Quality, Productivity, Attrition, Shrinkage)
• Ability to manage teams and drive performance
• Strong problem-solving and decision-making skills
• Excellent communication and stakeholder management abilities
• Ability to handle client escalations professionally
• Process improvement and operational efficiency mindset

Work Details

• Location: Mumbai, Maharashtra, India
• Work Mode: Work From Office (WFO)
• Department: Operations

Disclaimer: This job description has been sourced from a public domain and may have been modified by Naukri.com to improve clarity for our users. We encourage job seekers to verify all details directly with the employer via their official channels before applying.