Ranchi, Jharkhand

Full time

Manager

5-9 years experience

Responsibilities :

- Drive key CX metrics: CSAT, NPS, FCR, AHT, and schedule adherence — with weekly client reporting.
- Build and execute a QA programme: 100% call monitoring, calibration sessions, and monthly agent-level scorecards.
- Manage workforce planning: rostering, shrinkage management, and peak-season capacity builds.
- Own agent lifecycle: onboarding, training, performance improvement plans, and retention.
- Conduct structured RCA on customer escalations and implement systemic fixes.
- Act as the primary client point of contact for operational reviews and escalation management.
- Identify process improvement opportunities and drive them through to implementation.

Requirements :

- 5-9 years in CX/contact centre operations, with 2+ years in a manager or operations manager role.
- Demonstrable track record of improving CSAT or NPS metrics.
- Familiarity with CRM platforms (Freshdesk, Zendesk, Salesforce Service Cloud, or similar).
- Excellent analytical skills — comfortable with workforce management tools and data interpretation.
- Strong communication and stakeholder management skills.
- Graduate degree required; MBA preferred.





Nice to Have :

- COPC certification or Six Sigma Green Belt.
- Experience managing D2C or e-commerce CX operations.
- Knowledge of AI-assisted CX tools (chatbots, agent assist, sentiment analysis).

About Ayuda Solutions : Ayuda Solutions is a technology-enabled BPO and intelligent operations company headquartered in Ranchi, India. With 13+ years of delivery excellence, we serve enterprises across 11 industries — from BFSI and healthcare to hi-tech and e-commerce — combining AI automation with expert human operations.

With 800+ professionals, ISO 27001 certification, and a 4.4-star Glassdoor rating, we are a place where careers are built — not just jobs held. 68% of our managers started as team members and grew with us.

Ready to Apply? : Role Details :

- DepartmentOperations
- LocationRanchi
- TypeFull-Time
- LevelManager
- Experience5-9 years

What We Offer :

- Performance bonus up to 25% of CTC
- Health insurance — self + family
- Annual L&D; budget
- Quarterly offsite participation
- Hybrid work options for eligible periods

📌 Customer Experience Manager Cx Operations (Ranchi)
🏢 Ayuda Solutions
📍 Ranchi