Key Responsibilities
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.
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.
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.
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.
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.
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