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.
- Strong 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 | On-site

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 (India)
🏢 Hexaware Technologies
📍 India