Operations Manager

Job Description
Job Title:Call Centre Operations Manager Customer Service & RetentionLocation:HyderabadDepartment:Customer Experience / Call CentreReporting To:[Head of call Centre Operations] Job Summary:We are looking for an experienced Call Centre Operations Manager to lead our Customer Service and Retention teams. The ideal candidate will be responsible for managing day-to-day call centre operations, enhancing customer satisfaction, and implementing retention strategies to reduce churn and improve loyalty.Key Responsibilities:

• Lead and manage inbound/outbound customer service and retention teams.
• Ensure achievement of KPIs: AHT, CSAT, FCR, Retention Rate, and TAT.
• Monitor call quality and implement continuous improvement plans.
• Handle customer escalations and provide resolution within timelines.
• Design and execute customer retention campaigns and win-back strategies.
• Collaborate with cross-functional teams for service improvement initiatives.
• Generate and analyze daily, weekly, and monthly operational reports.
• Ensure team adherence to process, policy, and compliance requirements.
• Manage manpower planning, roster scheduling, and productivity tracking.
• Conduct regular performance appraisals, feedback, and coaching sessions.

Candidate Profile:Qualification:GraduateExperience:6 to 10 years of experience in call centre/customer service operationsMinimum 4 years in a team lead/managerial capacityExposure to retention/customer loyalty programs is preferredSkills:

• Strong leadership and team management
• Excellent communication & customer handling
• Analytical and data-driven decision-making
• Familiar with CRM systems, dialers, and call centre tools

Industry Preference:
Telecom, BFSI, Insurance, E-commerce, Consumer Service