Operations Manager (Night Shift)

Key Responsibilities:

• Oversee and manage end-to-end night shift operations to ensure smooth delivery and team coordination.

• Monitor KPIs and SLAs, and implement action plans for performance improvement.

• Lead a team of executives and team leads, ensuring productivity and accountability.

• Coordinate with day-shift teams for seamless process handover and updates.

• Handle client escalations, process issues, and ensure resolution within defined timelines.

• Generate and analyze reports for upper management review.

• Train, mentor, and evaluate team performance.

Key Requirements:

• Bachelor’s degree in Business Administration, IT, or a related field.

• Proven experience in night shift team management.

• Strong communication, analytical, and decision-making skills.

• Ability to work under pressure and handle critical situations calmly.

• Familiarity with CRM tools, reporting dashboards, and team performance metrics.

Preferred:

• Prior experience in BPO/tech-enabled services.

• Exposure to international clients or 24/7 service models.

Job Types: Full-time, Permanent

Pay: ₹45,000.00 - ₹58,000.00 per month

Work Location: In person