Operations Manager

Hi Applicant,

Greetings from Black and White Solutions!

Job Title: Operations Manager Customer Support / Contact Centre

Qualification: Any Graduate

Relevant Experience: 10+ years of overall experience in BPO, Contact Centre, Customer Service, or related operations, including minimum 2+ years as an Operations Manager.

Must Have Skills:

• Strong experience in Inbound Voice / Customer Support operations.
  
• Experience managing large teams of 200+ employees.
  
• Strong knowledge of contact-centre metrics such as SLA, AHT, CSAT, Quality, Productivity, Attrition, Shrinkage, and Service Level.
  
• Excellent people-management and leadership skills.
  
• Strong stakeholder and client-management skills.
  
• Good understanding of process adherence, SOPs, and operational performance.
  
• Experience working with Quality, Training, WFM, HR, and other support functions.
  

Roles & Responsibilities:

• Manage and oversee day-to-day operations of a large-scale Domestic/International Customer Support process.
  
• Lead and manage a team of 200+ employees through Team Leaders and supervisory roles.
  
• Ensure achievement of operational targets and agreed service-level commitments.
  
• Monitor and improve SLA, AHT, CSAT, Quality, Productivity, Attrition, Shrinkage, and Service Level.
  
• Drive customer experience and overall operational performance.
  
• Identify operational gaps and implement corrective and preventive actions.
  
• Conduct regular performance reviews and coach Team Leaders and Managers.
  
• Manage customer and operational escalations and ensure timely resolution.
  
• Drive employee engagement, productivity, performance, and retention.
  
• Prepare and present operational reports and performance dashboards to senior management and stakeholders.
  
• Drive process improvement and operational excellence initiatives.
  
• Work closely with Quality, Training, WFM, HR, and other support functions.
  

Preferred Experience:

• Experience handling premium customer segments.
  
• Experience managing Voice and Chat operations.
  
• Experience handling International Customer Support processes.
  
• Experience in client-facing and stakeholder-management roles.
  
• Experience in process improvement / operational excellence initiatives.
  

Location: Ghansoli, Navi Mumbai

CTC: Up to 12 LPA

Notice Period: Immediate Joiner to 30 Days

Mode of Work: Work From Office

Thanks & Regards,

Keerthana BM

staff Analyst

Black and White Business Solutions Pvt Ltd

Bangalore, Karnataka, INDIA.

[email removed]

www.blackwhite.in

contact : [phone removed]/ WhatsApp No.: [phone removed]