Job Summary
We are looking for an experienced and results-driven Operations Manager to lead and manage our International Calling Process team. The ideal candidate should have a minimum of 8 years of experience in customer support operations, including team management within an international voice process. The role requires strong leadership, operational excellence, client management, and the ability to drive customer satisfaction while achieving business objectives.
Key Responsibilities
- Manage day-to-day operations of the international customer support process.
- Lead, mentor, and develop Team Leaders and Customer Support Executives.
- Monitor operational performance and ensure achievement of KPIs, SLAs, quality standards, and customer satisfaction targets.
- Analyze process metrics and implement improvement initiatives to enhance productivity and service quality.
- Handle client escalations and ensure timely resolution of customer concerns.
- Conduct regular performance reviews, coaching sessions, and team development programs.
- Collaborate with Quality, Training, Workforce Management, and HR teams to ensure operational efficiency.
- Prepare and present operational reports, dashboards, and performance reviews to senior management and clients.
- Manage staffing, scheduling, attrition, and resource planning requirements.
- Ensure compliance with company policies, customer requirements, and industry standards.
- Drive employee engagement and create a high-performance work culture.
- Identify opportunities for automation, process optimization, and continuous improvement.
Required Qualifications
- Bachelor's degree in any discipline; Master's degree preferred.
- Minimum 8 years of experience in Customer Support Operations.
- At least 3–5 years of experience in a managerial role within an International Voice/Calling Process.
- Strong understanding of customer service metrics, SLAs, KPIs, quality frameworks, and operational management.
- Experience in handling client communications and stakeholder management.
- Excellent leadership, coaching, and people management skills.
- Strong analytical and problem-solving abilities.
- Proficiency in MS Office, CRM systems, and reporting tools.
Preferred Skills
- Experience in BPO, KPO, Contact Center, or Customer Experience operations.
- Strong communication and presentation skills.
- Ability to manage large teams in a fast-paced environment.
- Experience with workforce management and capacity planning.
- Customer-centric mindset with a focus on continuous improvement.
Key Performance Indicators (KPIs)
- Customer Satisfaction (CSAT)
- Service Level Adherence (SLA)
- First Call Resolution (FCR)
- Average Handling Time (AHT)
- Quality Scores
- Team Productivity
- Attrition and Employee Engagement Metrics
- Client Satisfaction
What We Offer
- Competitive salary and performance incentives.
- Leadership and career growth opportunities.
- Dynamic and collaborative work environment.
- Learning and development programs.
- Comprehensive employee benefits.
Pay: ₹70,000.00 - ₹120,000.00 per month
Benefits:
- Health insurance
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
