**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
• Strong 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 setting

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

📌 Operations Manager (Pune)
🏢 Tech Mahindra
📍 Pune