Operations Manager

Role Overview

The Customer Service Operations Manager is responsible for leading and optimizing customer service operations to ensure high service quality, efficiency, and customer satisfaction. The role manages teams, processes, performance metrics, and cross-functional coordination to deliver consistent and scalable customer support.

Key Responsibilities

Operations Management

• Oversee daily customer service operations across voice, chat, email, and social channels
• Ensure service levels, SLAs, and productivity targets are consistently met
• Manage workforce planning, scheduling, and capacity utilization
  

Team Leadership & Development

• Lead Team Leaders and customer service teams
• Drive performance management, coaching, and talent development
• Ensure effective onboarding and ongoing training in collaboration with L&D
  

Quality & Customer Experience

• Drive quality assurance frameworks and continuous improvement
• Monitor CSAT, NPS, FCR, AHT, and escalation metrics
• Analyze customer feedback and implement experience enhancement initiatives
  

Process Improvement & Automation

• Identify process gaps and inefficiencies and implement corrective actions
• Support automation, CRM optimization, and self-service initiatives
• Ensure SOPs are current and adhered to across teams
  

Stakeholder & Client Management

• Act as the primary point of contact for internal stakeholders or external clients
• Participate in business reviews, audits, and client presentations
• Manage escalations and ensure timely resolution
  

Reporting & Governance

• Prepare and present operational MIS, dashboards, and performance reviews
• Ensure compliance with company policies, data security, and regulatory standards
• Manage budgets, cost optimization, and resource utilization

Key Performance Indicators (KPIs)

• CSAT / NPS improvement
• SLA adherence and service level achievement
• Cost per contact and productivity metrics
• Attrition and employee engagement
• Reduction in repeat contacts and escalations
  

Skills & Competencies

• Strong leadership and people management skills
• Deep understanding of contact center operations and metrics
• Customer-centric mindset with data-driven decision-making ability
• Excellent communication, presentation, and problem-solving skills
• Proficiency in CRM systems, WFM tools, and MS Excel
  

Qualifications & Experience

• Graduate in any discipline (MBA preferred)
• 10-12 years of experience in customer service operations
• Proven experience managing large teams in BPO/contact center environments
• Experience handling multi-channel support operations is preferred
  

Call Pankaj @ 8528082270