Operations Manager

Job Summary

Job Title: Operations Manager

Qualification: Graduate

Relevant Experience: Overall 10+ years, including 2+ years as an Operations Manager

Must Have Skills

• Experience managing Domestic/International Premium Voice/Chat programs
• Managed a team of 200+ FTEs
• Strong knowledge of customer support and contact centre operations
• Proficiency in key Operations metrics and performance management
• Strong customer-centric approach
• Ability to develop and implement strategies to improve customer experience

Good to Have Skills

• Experience in Premium Customer Support programs
• Exposure to both Voice and Chat processes
• Strong leadership, analytical and problem-solving skills
• Experience in process improvement and operational excellence

Roles and Responsibilities

• Manage and oversee daily operations of Domestic/International Premium Voice/Chat programs.
• Ensure adherence to established processes, quality standards and operational procedures.
• Lead and manage a large team of 200+ FTEs while driving productivity and performance.
• Develop and implement strategies to enhance customer centricity and deliver exceptional customer service.
• Monitor and analyse operational metrics, identify gaps and implement corrective actions.
• Drive SLA, productivity, quality, CSAT and other key operational metrics.
• Coach and mentor Operations Managers/Team Leaders to achieve business targets.
• Ensure effective workforce utilization and operational efficiency.
• Collaborate with internal stakeholders to resolve operational challenges and improve processes.

Location

Mumbai

Notice Period

Immediate to 30 days preferred

Mode of Interview

Virtual

Shift Timing

Flexible Shift

Mode of Work

Work from Office

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