Operations Manager

Key Responsibilities: Operational ManagementOversee the daily functioning of customer care teams across channels (voice, Chat, etc.) Implement and improve standard operating procedures (SOPs) for customer service Monitor KPIs such as response time, resolution time, CSAT, NPS, FCR, etc. Manage staffing, scheduling, and capacity planning to ensure adequate coverage Ensure compliance with SLAs and company policies Team LeadershipLead, coach, and mentor customer care supervisors and agents Conduct regular performance reviews and develop training plans Foster a culture of accountability, ownership, and continuous improvement Customer Experience & QualityAnalyze customer feedback and support data to identify trends, gaps, and improvement areas Collaborate with QA teams to monitor call/chat/email quality and provide feedback Resolve complex or escalated customer issues and complaints Process Improvement & ReportingDrive initiatives to enhance customer experience, reduce contact volume, and improve efficiency Work with cross-functional teams (Product, Tech, Sales, etc.) to resolve systemic issues Create and present regular reports on customer care metrics and insights to leadership Required Skills & Qualifications: Any Degree, Hindi Speaking is Mandatory. 5+ years of experience in customer care or contact center management, including at least 2 years in a leadership role Strong understanding of customer service KPIs and analytics Proficiency in CRM and helpdesk tools (e.g., Tech info, Salesforce, etc.) Excellent communication, leadership, and conflict resolution skills Proven ability to manage large teams in a high-volume, fast-paced environment