Job Title: Operations Manager – Customer Experience & Revenue Operations

Department: Operations

Location: Kolkata

Timing: 1pm to 10 pm

Compensation: Based on last salary and performance in the interview + Provident Fund

Employment Type: Full-Time

Reporting To: Chief Operating Officer

Role Overview

We are seeking a result-oriented Operations Manager to lead customer experience, service delivery, and revenue performance. This role requires strong ownership of team performance, customer satisfaction, and revenue growth , along with the ability to design, implement, and enforce KPIs and KRAs across functions.

The ideal candidate will act as a bridge between customer service, sales, and operations , ensuring both service excellence and business profitability.

Key Responsibilities

1) Customer Experience & Service Operations

- Oversee all customer interactions across calls, WhatsApp, and social media, ensuring prompt, professional, and empathetic communication.
- Define and enforce strict response and resolution timelines to ensure no customer query remains unattended.
- Establish and maintain high service quality standards across all customer touchpoints.

2) Customer Support Monitoring & Quality Control

- Monitor and evaluate customer interactions across calls and chats to ensure compliance with company standards and service quality benchmarks.
- Regularly audit live and recorded customer calls, identifying gaps in communication, service delivery, and adherence to protocols.
- Prepare daily and periodic quality reports highlighting underperformance, improvement areas, and actionable recommendations.
- Conduct structured chat audits to identify deviations from defined processes and escalate non-compliance to relevant stakeholders.
- Ensure 100% query coverage by implementing systems where no customer issue remains unanswered or unresolved.

3) Escalation Management & Customer Retention

- Take complete ownership of escalated and high-risk customer issues, ensuring swift and effective resolution to prevent customer churn.
- Develop and implement structured escalation handling and service recovery frameworks.
- Personally intervene in critical cases to rebuild trust and protect long-term customer relationships.

4) Customer Engagement, Conversion & Revenue Growth

- Drive onboarding of new customers through proactive outreach, including calls to users who download the mobile application.




- Convert recent users into paying customers by promoting services, offers, and discounts.
- Identify and execute upselling and cross-selling strategies to maximize revenue per customer.
- Continuously track customer lifecycle to improve retention and repeat business.

5) Sales Performance & Revenue Accountability

- Ensure the sales team consistently meets defined revenue targets through active monitoring and performance tracking.
- Identify performance gaps and implement corrective actions including strategy changes, coaching, and stricter supervision.
- Take decisive action in cases of underperformance, including escalation and performance management interventions.

6) Lead Leakage Prevention & Opportunity Management

- Identify and plug gaps in the customer journey where leads are lost or not converted.
- Establish systems to track, follow up, and convert all incoming leads effectively.
- Ensure zero tolerance for missed leads, delayed responses, or untracked opportunities.

7) Churn Control & Revenue Optimization

- Analyze customer drop-offs, missed opportunities, and lost business to identify revenue leakage.
- Implement strategies to recover lost customers and optimize revenue from existing and potential clients.
- Drive continuous improvement in conversion rates and customer retention metrics.

8) KPI & KRA Management

- Define, implement, and monitor KPIs and KRAs across customer care and sales teams.
- Ensure clarity of targets and accountability at individual and team levels.
- Conduct regular performance reviews and take proactive measures to ensure targets are consistently met.

9) Training & Team Development

- Design and conduct training programs for new and existing team members on communication standards, customer handling, and operational processes.
- Use insights from call audits, chat audits, and performance data to drive targeted training interventions.
- Provide continuous coaching, feedback, and mentoring to enhance individual and team performance.

10) Team Leadership, Motivation & Performance Management

- Lead,



motivate, and inspire teams to achieve high performance and maintain a results-driven culture.
- Conduct regular one-on-one reviews to assess performance, provide feedback, and set development goals.
- Make strategic decisions regarding promotions, role changes, and workforce optimization, including managing underperformance and exits where necessary.

11) Employee Productivity & Workforce Planning

- Develop and implement productivity plans to maximize efficiency and output across teams.
- Monitor attendance, performance metrics, and workload distribution to ensure optimal resource utilization.
- Continuously optimize team structure and workflows to enhance operational efficiency.

12) Crisis Management & Operational Control

- Take charge during operational crises, service disruptions, or high-pressure situations, ensuring minimal impact on customers and business.
- Develop contingency plans and rapid response strategies to handle unexpected challenges.
- Ensure business continuity and maintain service standards under all circumstances.

13) Data Management, Reporting & Process Excellence

- Maintain structured trackers for customer interactions, complaints, leads, and resolutions.
- Analyze operational and performance data to identify trends, risks, and improvement areas.
- Present actionable insights and reports to senior management.
- Continuously refine processes and SOPs to enhance efficiency, quality, and scalability.

Key Skills & Competencies

- Strong leadership and team management ability
- Proven experience in KPI/KRA setting and performance management
- Strong revenue orientation and sales understanding
- Excellent escalation handling and problem-solving skills
- Data-driven decision-making capability
- High ownership and accountability mindset

Preferred Qualifications

- Bachelor’s degree in Business Administration / Operations / Management
- 5 - 7 years of experience in operations, customer service, or sales management
- Experience in service-based or BPO environments preferred

Key Expectations

- Ensure achievement of customer satisfaction and retention goals
- Drive team performance through effective KPI and KRA management
- Ensure sales team consistently meets revenue targets
- Minimize escalations and customer churn
- Take complete ownership of operations, customer experience, and revenue outcomes

📌 Operations Manager (Kolkata)
🏢 Kolkata Ventures
📍 Kolkata