WE ARE HIRING FOR OPERATION MANAGER ROLE WITH OUR ORGANISATION

Role & Responsibilities:

- End-to-end ownership of international voice telecom operations
- Delivery of SLA, KPI, CSAT, AHT, FCR, NPS and contractual metrics
- Shrinkage control through attendance governance, schedule adherence, and real-time management
- Attrition management including RCA, retention planning, and engagement strategies
- Coordination with WFM for forecasting, capacity planning, and staffing models
- Handling customer & client escalations with RCA and corrective action plans
- Driving daily huddles, weekly reviews, MBRs / QBRs
- People management for Team Leads & Assistant Managers
- Collaboration with QA, Training, Compliance for quality and audit readiness





• Stakeholder and client communication for performance reviews and risk mitigation

Requirements: Minimum 8 years overall BPO experience

- Minimum 2 years as Manager Operations
- Mandatory experience in international voice customer support telecom process
- Robust exposure to US / Canada telecom operations
- Hands-on experience in SLA management, shrinkage, attrition, WFM, and escalations
- Experience managing large team structures in a 247 environment

Interested candidate please share updated CV on (phone hidden)(SHARON DANIEL)

📌 Operations Manager (Pune)
🏢 Tech Mahindra
📍 Pune