Operations Manager – Customer Support

🔄 Operations Manager – Customer Support (Rotational Shifts) Location: Bandra West, Mumbai Salary: ₹40,000 – ₹60,000/month Vacancies: 1 Position Shift Type: Rotational (Day/Night), 6 days/week 🏢 About Skill Nitro: We manage communication for premium hospitality stays (Airbnb, service apartments) across Mumbai. Our call center currently supports 10 seats across guest bookings, queries, and support. 🛠️ What you’ll do: Team Management: Managing Call Centre operations of the front-end and the backend teams KPI Delivery: Monitoring team Performance, Productivity, and Qualitative / Quantitative metrics like Service Level, AHT, NPS, Call quality, etc. Daily Ops Execution: Responsible for working with tools and bringing enhancements to increase upfront resolutions (FCR) Rosters & Reporting: Maintain daily shift rosters, man-hour tracking, and basic performance reports. Escalation Handling: Address guest escalations during the shift and coordinate with other shift managers for handover. Process Adherence: Should be able to ensure customer service tickets are solved within TAT Review & Ratings: Responsible for the increase in C-SAT & propose ways to tech teams to bring automations in the process. Negative Reviews: Responsible for end-to-end customer contact processes and associated customer experience Training & Quality: Should be well-versed with Call Centre Training & making Quality processes ✅ You should have Call Centre operations Team Management Performance Management Basic CRM knowledge Quality assurance Roster & Shrinkage Management Proficient in MS Office tools - Excel & PPT 2 – 4 years of experience in BPO Operations / Shift Management / Customer Support. Prior experience handling a small team (3–5 agents minimum). Ability to work in rotating shifts, including weekends and holidays. Strong communication, basic Excel/reporting skills, and a hospitality-first mindset. 🎁 What do we offer? A positive, get-things-done workplace A dynamic, constantly evolving space (change is par for the course – important you are comfortable with this). An inclusive environment that ensures we listen to a diverse range of voices when making decisions. Ability to learn cutting-edge concepts and innovation in an agile start-up environment on a global scale. Salary ₹40,000 – ₹60,000/month Performance-based incentives Office-based role in Bandra West, Mumbai Career growth as the team expands Work with a premium hospitality support brand 🚫 Please do not apply if: You’re seeking remote work You lack people management skills You don't have BPO or Call Center experience You are uncomfortable with rotating shift work This isn’t just a managerial role. It’s a chance to shape the future of hospitality guest support at one of Mumbai’s leading home-stay brands. If you’re a builder, a leader, and a hospitality pro – we want to meet you! Show more Show less