Operations Manager

Job Title: Operations Manager – Customer Support & Back Office

Location: Chandigarh, Punjab
Job Type: Full-Time
Work Mode: Work From Office
Experience: 6–8 Years

Job Description

We are looking for an experienced and result-oriented Operations Manager to oversee customer support, back-office, and service operations. The ideal candidate should have strong leadership skills, experience in team management, and the ability to improve operational efficiency, service quality, and overall team performance.

The candidate will be responsible for managing daily operations, monitoring performance metrics, handling escalations, and ensuring that business targets and service standards are consistently achieved.

Key Responsibilities

• Manage day-to-day customer support, back-office, and operational activities.
• Lead and supervise Team Leaders, Executives, and support teams.
• Monitor KPIs, SLAs, productivity, quality scores, and turnaround time.
• Plan workforce requirements, shift schedules, rosters, and resource allocation.
• Handle customer escalations, operational issues, and service disruptions.
• Prepare and review daily, weekly, and monthly performance reports.
• Present operational updates, performance insights, and improvement plans to senior management.
• Identify opportunities for process improvement, standardisation, and automation.
• Ensure compliance with company policies, SOPs, and quality standards.
• Coordinate with HR, Quality, Training, IT, and other departments to improve operational performance.
• Conduct team meetings, performance reviews, coaching sessions, and training initiatives.
• Monitor employee attendance, productivity, engagement, and attrition.
• Maintain accurate operational records, reports, and audit documentation.
• Support the implementation of new processes, workflows, and business requirements.

Requirements

• Graduation is mandatory. An MBA or postgraduate qualification in Operations, Business Administration, or a related field is preferred.
• 6–8 years of experience in BPO, customer support, back-office, shared services, GCC, or service operations.
• Minimum 3–4 years of experience in team management, Team Leader management, or operational process management.
• Strong knowledge of SLA management, KPI tracking, quality management, workforce planning, and escalation management.
• Proficiency in MS Excel, PowerPoint, reporting dashboards, and CRM/workflow tools.
• Excellent leadership, analytical, communication, and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced, target-driven environment.
• Strong stakeholder-management and decision-making abilities.

Work Location

Chandigarh, Punjab—Work From Office

Employment Type

Full-Time

Interested candidates with relevant operations and team management experience are encouraged to apply.

Pay: ₹700,000.00 - ₹1,200,000.00 per year

Work Location: In person