Position: Operations Manager
Department: Customer Support / Call Center
Experience: 5+ Years (Call Center/BPO Operations)
Location: As per company requirement
Job Summary
We are seeking an experienced Operations Manager to oversee daily call center operations, manage team performance, improve customer satisfaction, and ensure operational efficiency. The ideal candidate should have strong leadership skills, experience managing large teams, and expertise in KPI-driven environments.
Key Responsibilities
Operations Management
- Manage day-to-day call center operations.
- Ensure achievement of service levels, productivity, and quality targets.
- Monitor operational performance and implement improvement plans.
- Handle escalation management and resolve customer issues.
Team Management
- Lead Team Leaders, Supervisors, and Agents.
- Conduct performance reviews and coaching sessions.
- Manage staffing, scheduling, and workforce planning.
- Build a positive and high-performance work culture.
Performance & Reporting
- Track and analyze KPIs such as:
- SLA (Service Level Agreement)
- AHT (Average Handle Time)
- CSAT (Customer Satisfaction Score)
- FCR (First Call Resolution)
- Quality Scores
- Attendance & Productivity
- Prepare daily, weekly, and monthly MIS reports.
Client & Stakeholder Management
- Act as the primary point of contact for clients.
- Conduct performance review meetings.
- Ensure client expectations and business objectives are achieved.
Process Improvement
- Identify operational gaps and implement solutions.
- Develop SOPs and process documentation.
- Drive automation and efficiency initiatives.
Required Skills
- Strong leadership and people management skills.
- Excellent communication and presentation abilities.
- Expertise in KPI and performance management.
- Workforce Management (WFM) knowledge.
- Advanced Excel and reporting skills.
- Experience with CRM and Call Center software.
- Problem-solving and decision-making abilities.
Preferred Qualifications
- Bachelor’s Degree in Business, Management, or related field.
- 5+ years of Call Center/BPO Operations experience.
- Experience managing teams of 50+ employees.
- Exposure to international processes (Voice/Non-Voice preferred).
Apply now:- [email protected]
Job Type: Full-time
Pay: From ₹50,000.00 per month
Work Location: In person
