Job Description
We are looking for an experienced and results-driven Operations Manager to manage and oversee day-to-day BPO/customer support operations. The ideal candidate should have strong leadership skills, experience in managing teams, and the ability to achieve operational targets while maintaining service quality.
Hands-on experience in CRM operations is mandatory. Candidates who can join immediately will be given preference. Previous experience in Vi operations/processes will be considered an added advantage.
Key Responsibilities
- Manage and oversee daily BPO /customer support operations.
- Lead and manage Team Leaders and customer support teams.
- Monitor operational KPIs, productivity, quality, attendance, adherence, and overall performance.
- Ensure achievement of SLAs and operational targets.
- Manage and monitor operations through CRM systems and ensure proper usage, data accuracy, and process compliance.
- Track customer interactions, escalations, cases, and operational performance through CRM.
- Conduct regular performance reviews and implement performance improvement plans.
- Handle operational and customer escalations and ensure timely resolution.
- Prepare and review daily, weekly, and monthly MIS reports.
- Coordinate with internal management and relevant stakeholders regarding operational performance.
- Manage manpower planning, shift scheduling, attendance, and workforce requirements.
- Identify process gaps and implement improvements to enhance productivity and quality.
- Coordinate with HR for recruitment, onboarding, training, employee performance, and disciplinary matters.
- Ensure compliance with company policies, process guidelines, and quality standards.
- Support employee engagement and retention initiatives.
Requirements
- Bachelor’s degree in any discipline.
- Relevant experience in BPO, Telecom, customer support, or contact centre operations.
- Experience as an Operations Manager, Assistant Operations Manager, or in a similar leadership role.
- Hands-on experience working with CRM systems is mandatory.
- Strong experience in team management and performance monitoring.
- Knowledge of KPIs, SLAs, MIS reporting, and workforce management.
- Good communication, leadership, problem-solving, and decision-making skills.
- Proficiency in MS Excel and reporting.
- Previous experience in Vi operations/processes is an added advantage.
- Immediate joiners are preferred.
Contact Details : 9072610005 / [email protected]
Pay: From ₹30,000.00 per month
Benefits:
- Flexible schedule
- Health insurance
- Internet reimbursement
- Life insurance
- Paid sick time
- Provident Fund
Work Location: In person
