Job Title: Operations Manager – Visa Process (Customer Support – Inbound Voice)
Location: Ghansoli, Navi Mumbai (Work from Office)
Department: Operations
CTC: Up to ₹12 LPA
Employment Type: Full-Time
About the Role
We are seeking an experienced Operations Manager to lead our Visa Process Operations team. The ideal candidate will have a strong background in customer support, inbound voice operations, team management, and process excellence. You will be responsible for ensuring operational efficiency, delivering exceptional customer experience, achieving service level targets, and driving continuous process improvements.
Key Responsibilities
- Manage end-to-end operations for the Visa Process (Inbound Voice).
- Lead, coach, and mentor Team Leaders and Customer Support Executives.
- Ensure achievement of KPIs including SLA, CSAT, Quality, Productivity, AHT, and Resolution Time.
- Monitor daily operational performance and prepare MIS reports.
- Handle client escalations and ensure timely issue resolution.
- Drive process improvements to enhance customer experience and operational efficiency.
- Conduct regular performance reviews, feedback sessions, and team development activities.
- Collaborate with Quality, Training, WFM, and HR teams to improve overall performance.
- Ensure adherence to company policies, compliance standards, and operational procedures.
- Manage workforce planning, resource allocation, and shift management.
- Participate in client meetings and provide operational insights and business updates.
Required Skills & Qualifications
- Bachelor's degree in any discipline.
- 6–10 years of overall experience in BPO/Customer Support Operations.
- Minimum 2–3 years of experience as an Operations Manager.
- Experience in Visa Process, Travel Process, Immigration, BFSI, or Customer Support Voice Operations is preferred.
- Strong understanding of inbound voice operations and customer service metrics.
- Excellent leadership, people management, and stakeholder management skills.
- Hands-on experience with MIS reporting and performance dashboards.
- Strong analytical, problem-solving, and decision-making abilities.
- Excellent verbal and written communication skills.
- Proficiency in MS Excel and reporting tools.
Key Performance Indicators (KPIs)
- Service Level (SLA)
- Customer Satisfaction (CSAT)
- Average Handling Time (AHT)
- Quality Score
- Productivity
- First Call Resolution (FCR)
- Shrinkage & Attrition Management
- Team Engagement & Performance
Preferred Candidate Profile
- Experience managing large customer support teams.
- Strong client-facing and stakeholder management experience.
- Ability to work in a fast-paced, target-driven environment.
- Experience in Visa/Travel operations will be an added advantage.
- Flexible to work in rotational shifts if required.
Why Join Us?
- Opportunity to lead high-performing operations teams.
- Career growth in a dynamic customer service environment.
- Competitive compensation up to ₹12 LPA.
- Collaborative and performance-driven work culture.
Pay: ₹1,000,000.00 - ₹1,200,000.00 per year
Benefits:
Work Location: In person
