Job Title: Operations Manager

Location- Navi Mumbai

Experience: 10 Years

Operations Manager Experience: Minimum 2 Years on paper

CTC: 8.5-11 LPA

Industry: BPO / Contact Centre / Customer Support

Work Mode: Work From Office

Job Summary

We are looking for an experienced Operations Manager to manage large-scale customer support/contact center operations. The candidate will be responsible for leading 100 employees, driving operational performance, maintaining service quality, and achieving business and customer experience targets.

Key Responsibilities

- Manage day-to-day Domestic/International Customer Support and Inbound Voice Operations.
- Lead and manage a workforce of 200 employees through Team Leaders/Supervisors.
- Drive operational performance, customer experience and process adherence.
- Handle customer and process escalations effectively.
- Conduct performance reviews and coach Team Leaders/Managers.
- Identify operational gaps and implement corrective actions.
- Work closely with Quality, Training, WFM, HR and support functions.
- Prepare operational reports and dashboards for senior management.




- Drive process improvement and operational excellence initiatives.
- Ensure compliance with client requirements, SOPs and process guidelines.

Required Skills & Experience

- Graduate in any discipline.
- 10 years of experience in BPO, Contact Centre, Customer Service or Operations.
- Minimum 2 years of Operations Manager experience on paper.
- Experience managing a 100 employee workforce.
- Strong experience in Inbound Voice / Customer Support Operations.
- Experience in Domestic and/or International Customer Service.
- Solid understanding of contact centre metrics and performance management.
- Excellent people management and leadership skills.
- Strong stakeholder management and communication skills.
- Good analytical and problem-solving abilities.
- Comfortable working in a target-driven, fast-paced environment.

Thanks & Regards,

Diya Birsingh staff Analyst

Black and White Business Solutions Pvt Ltd

Bangalore,Karnataka,INDIA.

[email protected]| www.blackwhite.in |

contact : 08067432479/ wtapp- (phone hidden)

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