We are hiring an experienced Operations Manager to lead large-scale domestic/international premium customer experience operations across Voice and Chat channels. The ideal candidate should have solid BPO/Contact Center Operations experience and proven experience managing large teams

Job Summary

We are hiring an experienced Operations Manager to lead large-scale domestic/international premium customer experience operations across Voice and Chat channels.

Key Responsibilities
Manage day-to-day operations and ensure SLA, productivity, quality and customer experience targets are achieved.
Lead a large team of 200+ FTEs through Team Leaders and support teams.
Monitor operational KPIs and identify performance gaps.
Drive productivity, process adherence and continuous improvement.




Coach Team Leaders and work with internal stakeholders to resolve operational challenges.
Prepare and review performance reports and dashboards.

Requirements
10+ years of overall experience.
Minimum 2 years of experience as an Operations Manager.
Robust BPO / Contact Center Operations experience.
Experience managing 200+ FTEs.
Experience handling Voice and/or Chat operations.
Strong leadership, analytical and stakeholder-management skills.
Graduate in any discipline.

Location & Work Model Ghansoli, Navi Mumbai | In office

Compensation

Up to ₹12 LPA, depending on experience and suitability.

Pay: ₹1,200,000.00 per year

Work Location: In person

📌 Operations Manager – Visa / Premium Customer Experience Navi Mumbai (India)
🏢 Hexaware Technologies
📍 India