CSR Operations Manager - Tech Support NOIDA

Operations Senior Manager - Tech Support (CSR)

Eligibility Criteria

• Minimum 1 year of experience as an Operations Manager in the current organization.
• No active performance improvement plan (PIP) or formal performance-related corrective action.
• Most recent annual performance rating must be Achieving or Excelling.
• Prior experience in customer service operations, preferably within a technical support environment.
• Demonstrated experience managing large team spans, ideally 100120+ Team Members (TMs) or equivalent operational scale.
• Demonstrated ability to manage multiple stakeholders, priorities, and lines of business while maintaining consistent operational and financial performance.

About the Role

The Operations Senior Manager is responsible for developing and implementing measurement tools, KPIs, and operational strategies to achieve business goals and client commitments. This role provides strategic leadership across multiple lines of business, ensuring operational stability, financial performance, customer experience, and continuous improvement.

The role also oversees Operations Managers and their respective teams, ensuring consistent achievement of key performance indicators such as attendance, productivity, service levels, quality, and customer satisfaction.

Key Responsibilities

• Drive the overall profitability and operational performance of the account and each line of business under management.
• Develop, implement, and monitor operational strategies to consistently achieve agreed KPIs and business objectives.
• Partner with senior leadership to provide strategic direction, operational guidance, and business recommendations for the effective management of the account.
• Participate in the development and management of budgets, ensuring each line of business operates within established financial targets.
• Effectively manage assigned costs and expenses while identifying opportunities to improve efficiency and profitability.
• Ensure workforce requirements are accurately forecasted and fulfilled in line with business and client needs.
• Monitor and improve key operational metrics, including productivity, quality, attendance, service levels, customer satisfaction, and overall performance.
• Lead, coach, and develop Operations Managers and Team Leaders to strengthen leadership capability and operational effectiveness.
• Ensure the timely execution of learning, development, technology, and operational improvement roadmaps.
• Maintain strong and consistent communication with clients, building trusted relationships and ensuring alignment with business objectives.
• Identify operational risks, develop mitigation plans, and ensure business continuity without compromising service delivery.
• Lead initiatives focused on improving employee engagement, organizational health, and overall employee experience.
• Analyze operational and financial data to identify trends, root causes, and opportunities for improvement.
• Drive continuous improvement initiatives across processes, people, and technology.
• Collaborate with cross-functional teams to resolve operational challenges and deliver business outcomes.
• Provide regular performance updates, insights, and recommendations to senior leadership and clients.

Required Skills

• Strong Leadership and People Management
• Results Orientation
• Strategic Thinking
• Negotiation and Influencing Skills
• Internal and External Customer Orientation
• Adaptability and Change Management
• Attention to Detail
• Analytical Thinking and Decision-Making
• Financial and Business Acumen
• Executive Communication and Presentation Skills

Core Competencies

• Strategic Thinking
• Business Acumen
• Financial Management
• Executive Presence
• Client Relationship Management
• Change Management
• Decision Making
• Coaching & Mentoring
• Data-Driven Problem Solving
• Continuous Improvement
• Cross-Functional Leadership
• Performance Management

Knowledge & Technical Skills

• Microsoft Office Suite Advanced proficiency

• English B2 or above

• Strong oral and written comprehension

• Effective verbal and written communication

• Supervision Techniques – Advanced

• Quality Management Processes – Advanced

• Customer Service Operations – Advanced

• Performance Management & Assessments – Advanced

• Contact Center / BPO Operations – Advanced

• Strategic Planning – Advanced

Preferred Qualifications

• Bachelor's degree in Business Administration, Operations Management, or a related field.
• 8–10+ years of experience in BPO/contact center operations.
• 2–3+ years of experience managing Operations Managers or equivalent senior operational leaders.
• Proven experience managing large-scale and/or multi-site operations.
• Strong expertise in financial management, strategic planning, operational excellence, and client relationship management.
• Excellent executive-level communication, presentation, and stakeholder management skills.
• Demonstrated experience driving operational transformation, continuous improvement, and business growth.
• Experience in customer service, with preference for technical support or technology-related programs.