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Operational Management

• Manage daily operations of blended front-office and back-office teams.

• Ensure achievement of key performance indicators (KPIs), service levels (SLAs), quality, productivity, and customer satisfaction targets.

• Monitor workload distribution and resource utilization to optimize efficiency.

• Drive operational governance through regular reviews and performance reporting.

Team Leadership

• Lead, mentor, and develop Team Leaders, Supervisors, and frontline associates.

• Conduct regular coaching sessions and performance reviews.

• Build a high-performance culture focused on accountability, engagement, and continuous improvement.

• Support succession planning and talent development initiatives.

Performance & Service Delivery

• Ensure delivery against customer experience and operational objectives.

• Monitor metrics such as:

• Service Level (SL)

• Average Handle Time (AHT)

• Customer Satisfaction (CSAT)





• Net Promoter Score (NPS)

• Quality Scores

• Productivity & Utilization

• Turnaround Time (TAT)

• Accuracy and Error Rates

• Identify trends and implement corrective actions to improve performance.

Client & Stakeholder Management

• Serve as a key point of contact for internal and external stakeholders.

• Present operational results, business insights, and improvement initiatives during client reviews.

• Build solid relationships with clients and cross-functional teams.

Process Improvement

• Drive Lean, Six Sigma, and Continuous Improvement initiatives.

• Identify prospects for automation, process optimization, and cost reduction.

• Lead transformation projects aimed at enhancing customer experience and operational efficiency.

Workforce & Capacity Planning

• Collaborate with Workforce Management teams to ensure optimal staffing and capacity planning.

• Manage forecasting, scheduling, sh

📌 Operations Manager Pune
🏢 EXL
📍 Pune