Operations manager -US Customer service(BPO)

Hiring for Operations manager - International US Voice Process (BPO)

Experience: 10+ Years

Salary- 13- 16LPA

Location- Thane, Mumbai

US Night Shift, centralized pickup and home drop available

Employer's Number- 7893677269

Key Responsibilities

- Manage end-to-end customer service operations across voice processes - Lead and mentor large teams (200+ FTEs) including Team Leaders, Assistant Managers, and SMEs

- Drive key service metrics such as CSAT, NPS, AHT, FCR, productivity, and shrinkage - Ensure adherence to SLAs, quality standards, and compliance requirements

- Partner with Quality, Training, WFM, and Support teams to improve agent performance and service outcomes

- Analyze MIS, dashboards, and customer insights to identify trends and implement corrective actions

- Own escalation management and ensure timely resolution of customer and client issues

- Conduct regular performance reviews with internal leadership and external stakeholders - Drive continuous improvement initiatives, automation, and best practices across operations - Support transition, stabilization, and scaling of new processes

Required Skills & Competencies

- Strong background in customer service / contact center operations

- Proven capability in managing large, multi-layered teams

- Strong understanding of service metrics, workforce planning, and quality frameworks

- Excellent stakeholder management, communication, and presentation skills

- Ability to drive operational efficiency while maintaining customer experience Eligibility Criteria

- Minimum 10+ years of experience in Customer Service Operations

- At least 5+ years in a people management role (Manager / Senior Manager level)

- Experience in BPO/KPO, captive, or shared services environment

- Exposure to BFSI, Telecom, E-commerce, or US/UK customer service processes preferred - Graduation mandatory; MBA preferred

Job Types: Full-time, Permanent

Pay: ₹1,300,000.00 - ₹1,600,000.00 per year

Benefits:

• Provident Fund

Experience:

• International bpo: 10 years (Required)

Language:

• English (Required)

Location:

• Thane, Maharashtra (Required)

Shift availability:

• Night Shift (Required)

Work Location: In person