Operations Manager

What you’ll do

• Leading day-to-day customer support and back-office operations
• Managing Team Leaders and operational teams
• Driving SLA adherence, productivity, quality, TAT, and customer satisfaction
• Managing workforce planning, shift scheduling, and resource allocation
• Monitoring operational dashboards and presenting performance insights
• Handling escalations and ensuring timely issue resolution
• Driving process improvements, standardisation, and automation
• Managing employee performance, engagement, attendance, and retention

What we’re looking for

Qualification: Graduation Mandatory | MBA Preferred

• 6–8 years of experience in BPO, shared services, customer support, or service operations
• 3–4 years of team management or operational leadership experience
• Strong knowledge of KPIs, SLAs, quality management, and workforce planning
• Excellent analytical, communication, and stakeholder-management skills