Operations Manager BPO Customer Service

Location: Hyderabad

Experience: 8+ Years

Shift Timings: 24/7 (Rotational)

Mode of Interview: Virtual

Work Mode: Work from Office

Key Responsibilities

- Lead daily customer service operations across voice, email, chat, social, and back-office channels as per client scope.
- Own operational performance against SLAs including service level, ASA, abandonment rate, AHT, FCR, quality, NPS, productivity, and schedule adherence.
- Manage Team Leaders, Quality Analysts, Trainers, WFM partners, and frontline associates to ensure consistent delivery of business outcomes.
- Conduct performance reviews, coaching sessions, skip-level connects, and implement action plans to drive improvement.
- Handle client communication, business reviews, escalations, issue resolution, and operational reporting with accuracy and professionalism.
- Partner with WFM to forecast volumes, plan staffing, manage shrinkage, and ensure adequate coverage across shifts.
- Drive process improvement initiatives to reduce defects, enhance customer experience, increase efficiency, and optimize cost of delivery.
- Collaborate with Quality and Training teams to identify knowledge gaps, strengthen calibration, improve compliance,



and build customer-centric behaviors.
- Ensure adherence to company policies, client requirements, data security standards, and regulatory guidelines.
- Build a positive, inclusive, and performance-driven culture focused on accountability, engagement, retention, and career development.

Required Qualifications

- Bachelors degree in any discipline.
- 8–12 years of experience in BPO, contact center, customer service, or operations management.
- Minimum 3–5 years of people management experience, preferably handling Team Leaders or Supervisors.
- Solid exposure to international client processes and customer service delivery.
- In-depth understanding of contact center metrics, workforce planning, quality frameworks, and performance management practices.
- Proficiency in MS Excel, PowerPoint, reporting dashboards, and contact center platforms.
- Excellent communication, stakeholder management, analytical thinking, problem-solving, and decision-making skills.
- Flexibility to work in rotational shifts, extended hours, or weekends as per business requirements.

Interested candidates can mail their CV to: [email protected]

📌 Operations Manager-BPO Customer Service (Hyderabad)
🏢 Hiresquad
📍 Hyderabad