Customer Support Operations Manager

About the Role:

The Operations Manager is responsible for leading end-to-end customer support operations across internal teams and BPO partners. The role owns operational performance, workforce readiness, vendor governance and service delivery, ensuring business KPIs are consistently achieved while driving operational excellence and continuous improvement.

Key Responsibilities:

• Own day-to-day operational performance across assigned campaigns, ensuring achievement of SLA, CSAT, AHT, FCR, productivity and other operational KPIs through effective governance and execution.
• Lead vendor operations through regular business reviews, performance management, headcount planning, shrinkage control and action plans to ensure delivery against business commitments.
• Partner with Workforce Management to maintain approved headcount, optimise staffing, manage capacity planning and proactively mitigate operational risks arising from demand fluctuations.
• Drive operational excellence by identifying process gaps, eliminating inefficiencies, improving SOP adherence and partnering with Product, Quality and Training teams to enhance customer experience.
• Monitor business performance through dashboards, root cause analysis and data-driven reviews, ensuring timely resolution of escalations and implementation of sustainable corrective actions.
• Build a high-performance culture through coaching, stakeholder management, cross functional collaboration and continuous improvement initiatives across internal and partner operations.

Experience & Qualifications:

• 5– 8 years of experience in Customer Support Operations with at least 2–3 years leading operations teams or vendor-managed environments.
• Experience managing large contact centre operations and outsourced BPO partners.
• Strong understanding of Workforce Management, operational governance and performance management.