Job highlights

- Proven experience in BPO Customer Support Operations with strong knowledge of KPI, KRA, SLA, attrition, and shrinkage
- Manage end-to-end customer support operations, lead Team Leaders, monitor performance metrics, handle escalations, and coordinate with HR and other teams

Job Title: BPO Operations Manager Customer Support Company: Cyfuture India Pvt. Ltd.

Location: Kapodra, Surat, Gujarat

Salary: Negotiable

:

We are hiring an experienced BPO Operations Manager to manage customer support operations, lead Team Leaders, and ensure achievement of operational targets.

Key Responsibilities:

- Manage end-to-end customer support operations and daily performance.
- Monitor KPIs, KRAs, SLAs, AHT, CSAT, FCR, and quality metrics.
- Lead multiple Team Leaders and manage overall team productivity.
- Monitor team size, span of control, attrition, shrinkage, and absenteeism.




- Drive customer satisfaction, process efficiency, and service quality.
- Handle client escalations, MIS reporting, and performance reviews.
- Coordinate with HR, Quality, Training, and Workforce Management teams.
- Implement strategies to improve productivity and reduce attrition.

Requirements:

- Proven experience in BPO Customer Support Operations.
- Robust knowledge of KPI, KRA, SLA, attrition, and shrinkage.
- Experience managing Team Leaders and large teams.
- Excellent communication, leadership, and analytical skills.
- Good knowledge of MS Excel and MIS reporting.

Interested candidates can share their updated resumes. HR Contact: Shivani Singh – (phone hidden)

📌 Operations Manager (Surat)
🏢 Cyfuture
📍 Surat