Operational Manager

We are seeking a dynamic and results-driven Operations Manager to oversee and manage our chat support team. The ideal candidate will have 4–5 years of experience in chat or customer support operations, strong leadership abilities, and a passion for delivering excellent customer service. You will be responsible for managing day-to-day team operations, ensuring performance KPIs are met, optimizing workflows, and driving continuous improvements.

Key Responsibilities:

• Manage and lead a team of chat support executives to deliver world-class customer service.
• Monitor team performance using KPIs such as AHT, FCR, CSAT, and response time.
• Ensure adherence to SLAs and quality standards.
• Conduct regular performance reviews, coaching, and training sessions.
• Drive process improvements to increase efficiency and customer satisfaction.
• Manage escalations and provide prompt resolutions to customer issues.
• Collaborate with cross-functional teams including product, QA, and training teams.
• Prepare and present performance reports to senior leadership.
• Implement strategies for scaling the chat support function during peak periods.
• Utilize chat tools and CRM platforms effectively for reporting and process automation.

Job Types: Full-time, Permanent

Pay: ₹25,000.00 - ₹35,000.00 per month

Benefits:

• Food provided
• Health insurance
• Provident Fund

Schedule:

• Day shift
• Monday to Friday

Supplemental Pay:

• Joining bonus
• Performance bonus
• Quarterly bonus
• Yearly bonus

Ability to commute/relocate:

• Anantapur, Andhra Pradesh: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

• Operations management: 5 years (Preferred)

Work Location: In person

Application Deadline: 27/07/2025