kolkata west bengal chief operating officer Jobs – 6 Open Jobs Today

Operations Manager
Kolkata Ventures —Ballygunge Place, Kolkata, West Bengal
- ₹25,000 - ₹40,000 a month
- Full-time
- Project management
- Bachelor's degree
- Team management
Quick apply
Regional Sales Manager
Pointo —Barakpur, West Bengal
- Up to ₹30,00,000 a year
- Sales
- Master's degree
- Business development
Quick apply
Zonal Manager- Sales (East & West Midnapore and Jhargram)
Pointo —Barakpur, West Bengal
- Up to ₹7,00,000 a year
- Sales
- Master's degree
- Team management
Quick apply
Fundraiser
Rural Health Care Foundation —Kolkatta G.P.O., Kolkata, West Bengal
- ₹75,000 - ₹1,00,000 a month
- Full-time
- Research
- Budgeting
- In-person
- Cell phone reimbursement
- Work from home
Quick apply
9d
tellecaller
Kolkata Ventures —Ballygunge Place, Kolkata, West Bengal
- ₹20,000 - ₹45,000 a month
- Full-time
- CRM software
- Microsoft Excel
- Sales
- Paid sick time
Quick apply
Tele Caller Executive
Kolkata Ventures —Ballygunge, Kolkata, West Bengal
- ₹20,000 - ₹35,000 a month
- Full-time
- CRM software
- Sales
- English
Quick apply

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Operations Manager
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Regional Sales Manager
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Operations Manager

Kolkata Ventures
Ballygunge Place, Kolkata, West Bengal

Quick apply

Job details

Permanent | Full-time
₹25,000 - ₹40,000 a month

Benefits

Provident Fund

Qualifications

Customer retention
Operations management
Upselling
Project management
Bachelor's degree
Team management
Supply chain management
Business Administration
Communication skills

Full job description

Job Title: Operations Manager – Customer Experience & Service Delivery

Department: Operations
Location: Kolkata
Employment Type: Full-Time
Reporting To: Chief Operating Officer

Role Overview

We are seeking a dynamic and result-driven Operations Manager to oversee customer experience, service delivery, and revenue optimization. The role involves managing customer support operations, handling escalations, driving conversions, and ensuring a seamless customer journey from onboarding to post-service engagement.

The ideal candidate will combine customer-centric thinking with strong operational control, ensuring high satisfaction, retention, and business growth.

Key ResponsibilitiesCustomer Experience & Service Operations

Oversee end-to-end customer interaction across calls, WhatsApp, and social media channels, ensuring prompt, professional, and empathetic communication.
Establish and enforce response time standards to ensure no customer query remains unanswered.
Monitor quality of customer interactions and implement continuous improvement measures.

Escalation Management & Customer Retention

Take ownership of high-risk and escalated customer issues, ensuring timely and effective resolution to prevent customer churn.
Develop structured escalation handling frameworks and service recovery protocols.
Personally intervene in cases involving dissatisfied or high-value customers to rebuild trust and retain business.
Coordinate with internal teams to ensure root cause analysis and long-term resolution of recurring issues.

Customer Engagement, Conversion & Upselling

Design and implement onboarding processes for new customers, including outbound calls to users who download the mobile application.
Drive conversion of new users into paying customers by promoting services, offers, and discounts.
Identify and implement upselling and cross-selling opportunities during customer interactions to increase revenue.
Monitor customer lifecycle and introduce engagement strategies to maximize repeat business.

Feedback Management & Service Recovery

Oversee customer feedback systems and ensure all negative or low-rated reviews are promptly addressed.
Engage with dissatisfied customers to understand concerns, resolve issues, and improve overall experience.
Encourage customers to update their feedback based on improved service experience in an ethical and customer-centric manner.

Team Coordination & Cross-Functional Alignment

Work closely with sales, operations, and support teams to ensure seamless issue resolution and service delivery.
Guide and supervise customer care executives, ensuring adherence to quality standards and SOPs.
Train teams on communication, empathy, and customer handling best practices.

Data Management, Reporting & Process Control

Ensure maintenance of structured trackers for customer interactions, issues, and resolutions.
Analyze customer data, complaints, and feedback trends to identify areas of improvement.
Track key performance metrics such as response time, resolution time, customer satisfaction, and conversion rates.
Present regular reports and actionable insights to management.

Process Improvement & Operational Excellence

Develop and implement SOPs to enhance efficiency and consistency in customer handling.
Identify operational gaps and implement corrective actions to improve service delivery.
Continuously optimize workflows to enhance customer satisfaction and operational productivity.

Key Skills & Competencies

Strong leadership and team management skills
Excellent communication and customer handling ability
Proven experience in escalation management and service recovery
Sales mindset with ability to drive conversions and upselling
Analytical thinking and data-driven decision-making
High ownership and accountability

Preferred Qualifications

Bachelor’s degree in Business Administration / Operations / Management
3–5 years of experience in customer operations, preferably in service-based or BPO environments
Experience in managing customer lifecycle, retention, and revenue growth

Key Expectations

Ensure high customer satisfaction and retention
Minimize customer escalations and churn
Drive revenue through customer conversion and upselling
Maintain operational efficiency and service quality
Take complete ownership of customer experience and service delivery

Pay: ₹25,000.00 - ₹40,000.00 per month

Benefits:

Provident Fund

Application Question(s):

This is a Work from Office position. Are you comfortable travelling to Ballygunge in South Kolkata for the job?
This post is only open for the applicants from Kolkata and not for outstation candidates. Kindly confirm if you are a resident of Kolkata.
Do you have experience in managing operations in a BPO or service-based environment?
The position requires minimum 3 years experience in Operations Management. How many years of experience do you have in Operations / Project Management?

Work Location: In person

Quick apply

Refine Your Search

chief operating officer jobs in kolkata west bengal

Operations Manager

Regional Sales Manager

Zonal Manager- Sales (East & West Midnapore and Jhargram)

Fundraiser

tellecaller

Tele Caller Executive

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