Operations Manager

We are looking for an experienced Operations Manager to lead and manage high-performing Voice Process operations for Domestic/International premium customer support programs. The ideal candidate should have a strong background in managing large-scale contact center operations, driving operational excellence, improving customer experience, and achieving business KPIs while leading teams of 200+ FTEs.

Key Responsibilities

• Manage the end-to-end operations of Domestic/International Voice and Chat processes.
• Lead and mentor a team of Team Leaders, Assistant Managers, Quality, Training, and Support functions to achieve operational excellence.
• Handle overall responsibility for a span of 200+ FTEs across multiple teams.
• Ensure achievement of all operational KPIs including SLA, AHT, CSAT, FCR, Quality, Productivity, Occupancy, Shrinkage, Attrition, and Schedule Adherence.
• Drive customer-centric initiatives to enhance customer satisfaction and improve overall service delivery.
• Monitor daily operational performance and implement corrective action plans to bridge performance gaps.
• Analyze operational reports, identify trends, and recommend process improvements to maximize efficiency and productivity.
• Work closely with clients and internal stakeholders to ensure contractual deliverables and business objectives are consistently achieved.
• Conduct regular business reviews, performance reviews, and operational governance meetings with internal and external stakeholders.
• Develop action plans for improving quality, customer experience, and operational efficiency.
• Ensure effective workforce planning in coordination with Workforce Management (WFM), Quality, and Training teams.
• Drive employee engagement initiatives to improve team motivation, retention, and overall performance.
• Handle escalations proactively and ensure timely resolution of customer and client issues.
• Maintain compliance with organizational policies, client requirements, and regulatory guidelines.
• Prepare and present operational dashboards, MIS reports, and business insights to senior leadership.
• Identify automation and process optimization opportunities to improve operational effectiveness and reduce costs.
• Foster a culture of accountability, continuous learning, and high performance across the operations team.

Desired Candidate Profile

• Overall 10+ years of experience in the BPO/Contact Center industry.
• Minimum 2+ years of experience as an Operations Manager handling Inbound Voice/Contact Centre operations.
• Proven experience managing 200+ FTEs in a Voice Process environment.
• Strong understanding of Contact Center KPIs and operational metrics.
• Excellent knowledge of SLA management, customer experience, quality management, workforce planning, and productivity improvement.
• Strong leadership, people management, coaching, and stakeholder management skills.
• Excellent analytical, problem-solving, presentation, and decision-making abilities.
• Strong communication and client management skills with the ability to work in a fast-paced environment.
• Proficiency in MS Excel, PowerPoint, operational reporting, and MIS dashboards.