Hi Applicant,

Greetings from Black and White Solutions!

Job Title: Operations Manager Customer Support / Contact Centre

Qualification: Any Graduate

Relevant Experience: 10+ years of overall experience in BPO, Contact Centre, Customer Service, or related operations, including minimum 2+ years as an Operations Manager.

Must Have Skills:

- Strong experience in Inbound Voice / Customer Support operations.
- Experience managing large teams of 200+ employees.
- Solid knowledge of contact-centre metrics such as SLA, AHT, CSAT, Quality, Productivity, Attrition, Shrinkage, and Service Level.
- Excellent people-management and leadership skills.
- Strong stakeholder and client-management skills.
- Good understanding of process adherence, SOPs, and operational performance.
- Experience working with Quality, Training, WFM, HR, and other support functions.

Roles & Responsibilities:

- Manage and oversee day-to-day operations of a large-scale Domestic/International Customer Support process.
- Lead and manage a team of 200+ employees through Team Leaders and supervisory roles.
- Ensure achievement of operational targets and agreed service-level commitments.
- Monitor and improve SLA, AHT, CSAT, Quality, Productivity, Attrition, Shrinkage, and Service Level.
- Drive customer experience and overall operational performance.




- Identify operational gaps and implement corrective and preventive actions.
- Conduct regular performance reviews and coach Team Leaders and Managers.
- Manage customer and operational escalations and ensure timely resolution.
- Drive employee engagement, productivity, performance, and retention.
- Prepare and present operational reports and performance dashboards to senior management and stakeholders.
- Drive process improvement and operational excellence initiatives.
- Work closely with Quality, Training, WFM, HR, and other support functions.

Preferred Experience:

- Experience handling premium customer segments.
- Experience managing Voice and Chat operations.
- Experience handling International Customer Support processes.
- Experience in client-facing and stakeholder-management roles.
- Experience in process improvement / operational excellence initiatives.

Location: Ghansoli, Navi Mumbai CTC: Up to 12 LPA

Notice Period: Immediate Joiner to 30 Days

Mode of Work: Work From Office

Thanks & Regards,

Keerthana BM staff Analyst

Black and White Business Solutions Pvt Ltd

Bangalore, Karnataka, INDIA.

[email protected] www.blackwhite.in contact : 08067432469/ WhatsApp No.: (phone hidden)

📌 Operations Manager (Navi Mumbai)
🏢 Black And White Business Solutions
📍 Navi Mumbai