As an experienced Operations Manager, your primary responsibility will be to lead contact centre operations and ensure high-quality customer experience across voice, email, and chat channels. You will be managing team performance, driving operational efficiency, and improving customer satisfaction.Key Responsibilities:- Manage day-to-day contact centre operations- Ensure SLA, KPI, and quality adherence- Handle workforce planning including forecasting, scheduling, and RTA- Lead, coach, and develop Team Managers & agents- Drive performance improvement and customer satisfaction- Monitor dashboards and resolve service issues- Identify process improvement opportunities- Collaborate with cross-functional teamsQualifications Required:- Experience in Customer Experience / Contact Centre Operations- Strong team management and leadership skills- Experience with SLA/KPI management and WFM- Good analytical, communication, and problem-solving skills- Ability to work in a quick-paced environment As an experienced Operations Manager,



your primary responsibility will be to lead contact centre operations and ensure high-quality customer experience across voice, email, and chat channels. You will be managing team performance, driving operational efficiency, and improving customer satisfaction.Key Responsibilities:- Manage day-to-day contact centre operations- Ensure SLA, KPI, and quality adherence- Handle workforce planning including forecasting, scheduling, and RTA- Lead, coach, and develop Team Managers & agents- Drive performance improvement and customer satisfaction- Monitor dashboards and resolve service issues- Identify process improvement opportunities- Collaborate with cross-functional teamsQualifications Required:- Experience in Customer Experience / Contact Centre Operations- Strong team management and leadership skills- Experience with SLA/KPI management and WFM- Good analytical, communication, and problem-solving skills- Ability to work in a fast-paced setting

📌 Operations Manager - Customer Service (India)
🏢 Bridgexcel
📍 India