We are looking for an experienced Operations Manager to lead and manage high-performing Voice Process operations for Domestic/International premium customer support programs. The ideal candidate should have a solid background in managing large-scale contact center operations, driving operational excellence, improving customer experience, and achieving business KPIs while leading teams of 200+ FTEs.
Key Responsibilities
- Manage the end-to-end operations of Domestic/International Voice and Chat processes.
- Lead and mentor a team of Team Leaders, Assistant Managers, Quality, Training, and Support functions to achieve operational excellence.
- Handle overall responsibility for a span of 200+ FTEs across multiple teams.
- Ensure achievement of all operational KPIs including SLA, AHT, CSAT, FCR, Quality, Productivity, Occupancy, Shrinkage, Attrition, and Schedule Adherence.
- Drive customer-centric initiatives to enhance customer satisfaction and improve overall service delivery.
- Monitor daily operational performance and implement corrective action plans to bridge performance gaps.




- Analyze operational reports, identify trends, and recommend process improvements to maximize efficiency and productivity.
- Work closely with clients and internal stakeholders to ensure contractual deliverables and business objectives are consistently achieved.
- Conduct regular business reviews, performance reviews, and operational governance meetings with internal and external stakeholders.
- Develop action plans for improving quality, customer experience, and operational efficiency.
- Ensure effective workforce planning in coordination with Workforce Management (WFM), Quality, and Training teams.
- Drive employee engagement initiatives to improve team motivation, retention, and overall performance.
- Handle escalations proactively and ensure timely resolution of customer and client issues.
- Maintain compliance with organizational policies, client requirements, and regulatory guidelin

📌 Operations Manager (Navi Mumbai)
🏢 Career Guideline
📍 Navi Mumbai