Key Responsibilities

1. Operations &

- Delivery Management

- Manage overall day-to-day operations for B2C technical support processes (Voice &
- Chat).

- Own and deliver key KPIs including CSAT, FCR, Quality, AHT, Productivity, and Service-to-Sales.

- Ensure adherence to SLAs, schedules, and workforce plans.

2. People &

- Performance Management

- Lead, mentor, and develop Team Leads and mid-level managers.

- Drive performance management, succession planning, and talent retention.

- Partner with HR, Training, and Quality teams for capability building.

3. Client &

- Stakeholder Management

- Act as the primary point of contact for internal and external stakeholders.

- Participate in business reviews, performance calls, and client calibrations.

- Share operational insights, risks, and improvement plans.

4. Quality, Compliance &

- Risk Management

- Ensure compliance with quality standards, SOPs,



and regulatory requirements.

- Review quality trends, customer feedback, and repeat contact drivers.

- Proactively identify risks and implement mitigation strategies.

5.

Process

Improvement &

- Innovation

- Drive continuous improvement initiatives to enhance efficiency and customer experience.

- Use data and analytics to identify root causes and optimize processes.

- Support automation, knowledge base enhancements, and tool adoption.

6. Financial &

- Business Management

- Manage budgets, cost controls, and resource optimization.

- Support hiring plans, ramp-ups, and capacity management.

- Contribute to business growth, transitions, and current process launches.

📌 Operations Manager (Hyderabad)
🏢 GlowTouch
📍 Hyderabad