It s fun to work in a company where people truly BELIEVE in what they are doing We re committed to bringing passion and customer focus to the business Analysis - Manages call center operations by means of reviewing and analyzing reports records and data to ensure that all quality efficiency and productivity standards targets are met Description of the metrics may change as per client directives and are available on Operations Performance Expectations Reporting - Analysis of reports rooting from several sources whether client-based or internallygenerated reports is essential in the day-to-day functions of a CRM A CRM is expected to be highly keen on the details provided hold Operations and or other departments accountable to take actions on areas needing improvement A CRM is expected to deliver such reports to external clients and or internal business leaders Goal-Setting - Sets operational goals and business objectives When needed translates these goals into actionable items from Group Shift Managers down to Team Manager line supervisor level This includes setting or recommending topics for pre- and or post-shift meetings huddles with respective groups discussing goals trends action plans among other announcements including checks balances i e check for understanding Strategies - Assists the Operations Director in developing long term sales and quality strategies including ongoing needs assessment and feedback from Operations and Quality Monitoring processes Essential Duties Responsibilities include the following Other duties may be assigned by the Chief Executive Officer Chief Operating Officer Processes - Monitors calls and provides feedback to Operations Manager Director Group Managers and Team Managers using program s approved processes i e Tri-Level Coaching process etc and forms i e Call Observation Looping Form Discipline - Maintains a strict form of discipline at all times in terms of processes and policies At times may implement corrective actions to address performance gaps and analyze trend data to coach group Managers and Team Managers to attain goals and objectives through the Operations Manager Specific follow-through activities are also required This includes A-Bay Programs Performance Improvement Plans etc Communication - Communicate program activities and plans to the Operations Manager and or the entire operations team Plans include Leadership Specific Changes i e partner changes Sales Briefs or Leadership News Briefs etc Business Strategy Changes i e Closing Tactics Gift Cards provided to customers etc Internal-VXI Development i e HR Policies Memos etc The CRM must also have a transparent understanding of the business as well and the events related to the company Client-Dealing - Conducts interactions and regular communication with the client in partnership with the Client Services and Operations Director Interactions include not limited to client call calibration performance rankings and reviews daily summaries among others Meeting deadlines for client requirements is a must Performance Management - Helps the Operations Director Manager in conducting performance reviews as well finds root cause and recommends action plans to solve performance gaps at any level Performance Items include key metrics Close Rate Advance Product Take Rate Package Penetration AHT Quality among others Performance reviews can take place in the form of formal scorecard reviews or one-on-one sessions as needed If you like wild growth and working with happy enthusiastic over-achievers you ll enjoy your career with us Original Title Operations Manager Req Id R25 06239 Posted At Sat Nov 22 2025 00 00 00 GMT 0000 Coordinated Universal Time Management Full Time India

📌 Operations Manager (India)
🏢 VXI Global Solutions
📍 India