Operations Manager

Operations Manager

Location:

Salary:

Work Mode:

About the Role:

Operations Manager (Customer Service)

Requirements:

• Overall Experience:

  Minimum

  9 years in the BPO industry

  (

  mandatory

  ).

• Operations Manager Experience:

  At least

  1 year as Operations Manager in Customer Service (on paper)

  (

  mandatory

  ).

• Team Management:

  Must have managed a minimum headcount of

  250+ employees

  , including

  Assistant Managers, Team Leaders, Trainers, Quality Analysts, and Agents

  .

• Domain Advantage:

  Prior

  e-commerce process experience

  is highly preferred.

• Language Skills:

  Fluency in

  English and Hindi

  is mandatory.

• Work Mode:

  Work from Office (WFO).

• Shift/Week Offs:

  6 days working, rotational week offs.

Key Responsibilities:

• Lead and oversee

  end-to-end customer service operations

  for an international process.
• Manage large teams, ensuring smooth coordination across AMs, TLs, QAs, Trainers, and Agents.
  
• Monitor and improve

  SLA, AHT, CSAT, FCR, shrinkage, and attrition metrics

  .
• Collaborate with clients and internal stakeholders to drive operational excellence.
  
• Identify performance gaps and implement corrective action plans.
  
• Ensure high employee engagement, performance culture, and process compliance.
  

Desired Candidate Profile:

• Strong leadership and people management experience.
  
• Hands-on knowledge of

  SLA management, AHT, KPIs, and BPO operations metrics

  .
• Proven ability to scale operations and manage high-volume teams.
  
• Experience in

  e-commerce international customer service

  is a strong advantage.
• Excellent communication, analytical, and decision-making skills.
  

What We Offer:

• Competitive salary package (up to 10 LPA).
  
• Opportunity to work with a leading

  International BPO

  .
• Dynamic leadership role with career growth opportunities.
  

How to Apply:

pranoti.gupte@shiningstarsglobal.in

Important Note:

Urgent Requirement Apply immediately and call us directly for faster processing!