Job Title :

Operations Manager

Qualification :

Graduate

Relevant Experience :

Overall 10+ years, including 2+ years as an Operations Manager

Must Have Skills :

1.

Experience managing Domestic/International Premium Voice/Chat programs

- Managed a team of 200+ FTEs
- Strong knowledge of customer support and contact centre operations
- Proficiency in key Operations metrics and performance management
- Strong customer-centric approach
- Ability to develop and implement strategies to improve customer experienceGood Have Skills :

1.

Experience in Premium Customer Support programs

- Exposure to both Voice and Chat processes
- Strong leadership, analytical and problem-solving skills

4.

Experience in process improvement and operational excellenceRoles and Responsibilities :

- Manage and oversee daily operations of Domestic/International Premium Voice/Chat programs.
- Ensure adherence to established processes, quality standards and operational procedures.




- Lead and manage a large team of 200+ FTEs while driving productivity and performance.
- Develop and implement strategies to enhance customer centricity and deliver exceptional customer service.
- Monitor and analyse operational metrics, identify gaps and implement corrective actions.
- Drive SLA, productivity, quality, CSAT and other key operational metrics.
- Coach and mentor Operations Managers/Team Leaders to achieve business targets.
- Ensure effective workforce utilization and operational efficiency.
- Collaborate with internal stakeholders to resolve operational challenges and improve processes.Location :

Navi Mumbai – Ghansoli

CTC Range :

Up to ₹12 LPA

Notice Period :

Immediate to 30 days preferred

Mode of Interview :

Virtual

Shift Timing :

Adaptable Shift

Mode of Work :

Work from Office

📌 Operations Manager (Mumbai)
🏢 Black u0026 White
📍 Mumbai