Senior Operations Manager

Role & responsibilities

To lead our inbound contact center for customer service in a blended environment (voice, email, chat). The role requires a balance of operational leadership and client management to ensure seamless service delivery, high customer satisfaction, and long-term client confidence. The Manager will be responsible for: Operational Leadership: Overseeing day-to-day inbound contact center operations across voice and non-voice channels. Delivering on KPIs including SLA, AHT, CSAT, FCR, NPS, and quality compliance. Leading a team of Assistant Managers, Team Leaders, and Customer Service Associates (100+ FTEs). Driving continuous improvement through data-driven insights, automation, and process optimization. Client Management: Acting as the primary point of contact for clients, ensuring regular business reviews, performance updates, and proactive issue resolution. Understanding client expectations and aligning operations to deliver on contractual obligations. Building strong client relationships through trust, transparency, and consistent performance delivery. Partnering with clients to identify business growth opportunities, enhance customer experience, and propose innovative solutions. People Management: Leading, motivating, and coaching teams to achieve performance excellence. Conducting regular reviews with direct reports and implementing development plans. Driving employee engagement and retention initiatives to maintain a motivated workforce. Governance & Compliance: Ensuring adherence to organizational policies, client requirements, and regulatory standards. Managing escalations and ensuring service recovery within defined timelines.

Job location: Noida

Shifts: Rotational shifts and Offs