Operations Manager

Role & responsibilities

Process Management & Execution

• Oversee daily operations of the Ed-Tech voice/non-voice process within the domestic BPO setup.
  
• Ensure achievement of key performance indicators (KPIs), such as AHT (Average Handling Time), FCR (First Call Resolution), CSAT (Customer Satisfaction), etc.
  
• Monitor and manage inbound/outbound call traffic, query resolution, and escalations.
  

Team Leadership & Development

• Lead, mentor, and manage a team of Team Leaders, Quality Analysts, and Associates (customer support executives).
  
• Conduct regular coaching, feedback sessions, and performance appraisals.
  
• Foster a high-performance work culture with strong employee engagement and retention.
  

Client & Stakeholder Management

• Act as a liaison between clients and internal teams to ensure SLAs are met and exceeded.
  
• Manage client escalations and ensure prompt resolution of issues.
  
• Conduct regular business reviews with clients and internal stakeholders.
  

Quality & Compliance

• Ensure adherence to quality standards, training guidelines, and compliance protocols (as per Ed-Tech industry norms).
  
• Implement quality assurance mechanisms and monitor audit scores.
  
• Drive continuous improvement through process audits and feedback analysis.
  

MIS & Reporting

• Prepare and analyze daily/weekly/monthly operational reports.
  
• Track and report on process efficiency, agent productivity, and customer experience metrics.
  
• Use data insights to drive business decisions and optimize process performance.
  

Strategic Initiatives

• Drive automation, CRM improvements, or AI integrations to enhance service delivery.
  
• Participate in workforce planning, recruitment, and capacity management.
  
• Collaborate with cross-functional teams (Product, Sales, Training) for process alignment and support.
  

Preferred candidate profile