Manager Operations

Job Title: Manager –Operations (Voice and Non-Voice Opera7ons)
Loca2on: Onsite Work from office Only
Department: Opera7ons – Global & Interna7onal Customer Service/Success (MS)
Posi2on - 1
Reports To: Director – Customer Success
Job Overview:
We are seeking a dynamic and strategic leader to join our team as Manager of our
Premium Customer Success Contact Center. This role is pivotal in guiding both
Voice and Non-Voice teams to deliver unparalleled customer experiences. The
Manager will uphold high standards of service excellence ensure KPI
achievement and foster a culture of customer-centricity. This role is ideal for
someone with a proven background in managing interna7onal contact center
opera7ons and client rela7onships in a premium fast-paced environment.
Key Responsibili2es:
1. Team Leadership and Development
• Lead coach and mentor a team of customer service representa7ves to
deliver excep7onal service across voice and non-voice channels
• Conduct regular training to boost service quality product knowledge and
customer engagement skills
• Provide real-7me feedback and conduct performance reviews to enhance
team effec7veness and individual growth
• Cul7vate a posi7ve values-driven team culture that promotes engagement
and high morale
• Manage recruitment onboarding and training to build a team ready to
meet premium client expecta7ons
2. Opera2onal Management
• Oversee day-to-day opera7ons ensuring op7mal scheduling Capacity
Planning staffing and adherence to SLAs
• Monitor key performance metrics including response 7me AHT ART
FCR/FTR CSAT etc. for Chat Backend Opera7ons and Voice processes
• Drive opera7onal efficiency through con7nuous process improvements and
effec7ve resource alloca7on.
• Ensure balanced workload distribu7on to handle volume peaks and
maintain produc7vity.
3. Quality Assurance and Compliance
• Conduct regular audits to ensure compliance with policies regulatory
standards and customer requirements
• Partner with Quality Assurance to maintain top-7er service standards and
iden7fy improvement areas
• Develop ac7on plans to address service gaps and prevent recurring issues
• Ensure all customer interac7ons reflect the professionalism and quality
expected by basic & premium clients globally
4. Client Rela2onship Management
• Act as the main contact for stakeholder communica7ons regarding team
performance challenges and improvement ini7a7ves
• Provide stakeholders with regular KPI updates building trust through
transparency and integrity
• Aend stakeholder mee7ngs to discuss team performance and explore
opportuni7es for service enhancement WBR MBR QBR YBR
• Quickly resolve client escala7ons to maintain strong rela7onships and
ensure sa7sfac7on
5. Data Analy2cs and Repor2ng
• Analyze team performance data to uncover trends iden7fy improvement
areas and inform decision-making
• Prepare and present daily weekly and monthly reports on team
performance opera7onal metrics and quality
• Use data insights to make strategic recommenda7ons for opera7onal
improvements and resource planning
• Keep senior management informed with regular updates on team
performance and improvement strategies by rolling his/her sleeves and by
being on the ground
6. Escala2on and Issue Resolu2on
• Serve as the ini7al escala7on point for complex customer issues ensuring
quick effec7ve resolu7on
• Collaborate with IT QA and Training to address opera7onal challenges and
maintain service con7nuity
• Implement learnings from escala7ons to improve processes and reduce
recurring issues.
7. Strategic Ini2a2ves and Process Improvement
• Lead ini7a7ves focused on process improvement cost reduc7on and
opera7onal excellence
• Iden7fy and implement best prac7ces to elevate service quality efficiency
and customer experience
• Align team objec7ves with company goals ensuring the customer service
strategy supports broader business objec7ves
• Contribute to developing and implemen7ng new tools technologies and
workflows to enhance service delivery
Required Skills and Qualifica2ons:
Experience:
• 10 years in an interna7onal contact center with at least 2-3 years in a
managerial role in a reputed organiza7on
• Proven success in managing both voice and non-voice service lines
• Track record of achieving high performance in customer service or customer
success roles
Educa2on:
• Bachelor’s degree in business Management or a related field Master’s
degree preferred
Technical Skills:
• Proficient in contact center tools and CRM systems
• Strong analy7cal skills and proficiency in repor7ng and data visualiza7on
tools (e.g. Excel Tableau).
• Familiarity with process improvement methodologies (e.g. Six Sigma) is a
plus
Leadership Skills:
• Excep7onal leadership and coaching skills with a history of developing highperforming
teams
• Strong interpersonal skills and the ability to influence and inspire team
members.
Customer-Centric Approach:
• Proven ability to deliver excellent service in high-stakes high-value
interac7ons
• Passionate about customer sa7sfac7on and dedicated to crea7ng posi7ve
experiences
Analy2cal and Problem-Solving Skills:
• Ability to interpret data analyze trends and crag ac7onable improvement
strategies
• Proac7ve solu7on-oriented approach to escala7on management
Flexibility:
• Willingness to work rota7ng shigs to support mul7ple 7me zones
(Mandate)
• Ability to adapt to changing customer & stakeholder needs and embrace
new challenges
Preferred Qualifica2ons:
• Experience managing premium or high-profile accounts in a reputed BPO or
customer service environment
• Strong Knowledge of quality frameworks like Lean Six Sigma COPC or
similar cer7fica7ons would be a huge plus
• Training or cer7fica7on in customer service or management
Benefits:
• Compe77ve salary with performance-based incen7ves
• Comprehensive health and wellness package
• Opportuni7es for career growth in a global environment
• Access to professional training and development programs
Applica2on Process:
We invite candidates who meet these qualifica7ons to apply with a detailed
resume including references and cer7fica7ons.
Join Us!
If you are ready to lead our Premium Customer Success Center and make an
impact on customer experience across voice and non-voice channels we’d love to
hear from you. Embrace the challenge of eleva7ng customer sa7sfac7on and
enhancing service excellence in a fast-paced global set up. Apply today!