Operations Manager

Job Description:

Job Title: Operations Manager – DialDesk

Location: Noida (Onsite)
Department: Operations
Reports To: Director – Operations

About DialDesk:

DialDesk is India’s first Pay-As-You-Go Shared Customer Support Platform, enabling MSMEs, startups, and growing brands to access high-quality customer support without fixed cost commitments. With our shared agent model, smart workforce scheduling, and technology-driven performance tracking, we help businesses scale customer experience efficiently and affordably.

Role Overview:

The Operations Manager will oversee day-to-day operations across multiple shared and dedicated processes, ensuring smooth performance, high client satisfaction, and continuous operational excellence. This role is critical in driving productivity, SLA adherence, team development, and overall delivery standards across DialDesk operations.

Key Responsibilities:

• Manage end-to-end operations for shared and dedicated campaigns (inbound, outbound & blended).
• Ensure all KPIs and SLAs such as AHT, CSAT, Attendance, Resolution Rate, TAT, Utilization & Quality Scores are consistently met.
• Supervise a team structure including Team Leaders, QA, Trainers, and Customer Support Executives.
• Drive performance improvement initiatives with regular huddles, reviews, and CAPA plans.
• Coordinate with clients for onboarding, feedback, escalations, and monthly business reviews.
• Optimize workforce allocation for shared model efficiency.
• Implement and enforce SOPs, compliance guidelines, internal workflows, and reporting accuracy.
• Monitor call metrics, dashboards, and daily MIS performance reports.
• Collaborate with HR for recruitment planning, resource ramp-up, and attrition control.
• Create a high-performance, disciplined culture with strong focus on productivity and quality

Experience Requirements:

· Minimum 4–8 years experience in BPO operations.

· At least 2 years in a Team Leader/Assistant Manager/Manager role.

· Strong leadership with ability to manage 50–150+ seats.

· Excellent communication and stakeholder management skills.

· Hands-on knowledge of BPO call metrics, dialer systems & CRM platforms.

· Analytical mindset with command over reporting & performance dashboards.

· Ability to manage multiple clients and processes simultaneously in a shared model.

Job Type: Full-time

Pay: ₹35,000.00 - ₹50,000.00 per month

Work Location: In person