Operations Manager – BPO / Customer Support Operations

Operations Manager – BPO / Customer Support Operations

Location: Chandigarh
Job Type: Full-Time
Work Mode: On-Site
Experience: 6–8 Years
Education: Graduation Mandatory

Job Summary

We are looking for an experienced Operations Manager to lead customer support, back-office, and process operations in a high-volume, target-driven environment. The ideal candidate will be responsible for team performance, service delivery, workforce planning, quality management, SLA adherence, and continuous process improvement.

Key Responsibilities

• Manage daily customer support, back-office, and operational activities.
• Lead Team Leaders, Executives, and support teams to achieve performance targets.
• Monitor KPIs, including SLAs, productivity, quality, turnaround time, customer satisfaction, and backlog.
• Oversee workforce planning, shift scheduling, roster management, and resource allocation.
• Handle escalations, operational challenges, and service delivery issues.
• Review operational reports and dashboards and present performance updates to senior management.
• Drive process improvements, standardisation, and automation to improve efficiency.
• Ensure compliance with SOPs, client requirements, data confidentiality, and quality standards.
• Coordinate with HR, Quality, Training, IT, Finance, and other stakeholders.
• Conduct performance reviews, team huddles, coaching, and employee development initiatives.
• Monitor attendance, attrition, employee engagement, and retention.
• Maintain operational reports, audit records, and process documentation.
• Support the launch and transition of new processes, clients, and workflows.

Required Qualifications & Skills

• Graduation is mandatory; an MBA or postgraduate qualification is preferred.
• 6–8 years of experience in BPO, shared services, GCC, customer support, back-office, or service operations.
• At least 3–4 years of experience in team management or operational leadership.
• Strong knowledge of SLAs, KPIs, quality management, workforce planning, escalation management, and process improvement.
• Proficiency in MS Excel, PowerPoint, reporting dashboards, and CRM/workflow tools.
• Excellent leadership, analytical, communication, and problem-solving skills.
• Strong stakeholder management and decision-making abilities.
• Ability to manage teams and deliver results in a fast-paced, on-site environment.

Ideal Candidate

A proactive operations professional with strong people-management skills, a data-driven approach, and the ability to improve operational efficiency while maintaining service quality and customer satisfaction.

How to Apply: Interested candidates are encouraged to apply with their updated resume.

Pay: ₹80,000.00 - ₹95,000.00 per month

Work Location: In person