Operations Manager E commerce

Industry: E-commerce

Process: Voice & Non-Voice Operations

Job Summary

We are looking for an experienced Operations Manager to manage voice and non-voice customer operations for an E-commerce Platform. The role involves managing day-to-day customer support operations, leading large teams, monitoring business KPIs, handling escalations, and ensuring a seamless customer experience across the e-commerce platform.

The ideal candidate should have strong experience in BPO/contact center operations, e-commerce, customer support, or digital platforms, with proven expertise in team management and operational performance.

Key Responsibilities

Manage end-to-end voice and non-voice customer support operations for an e-commerce platform.

Lead and manage Team Leaders, SMEs, Quality Analysts, and Customer Support Associates.

Ensure smooth handling of customer queries.

Monitor and drive key operational metrics such as SLA, TAT, CSAT, AHT, FCR, Quality, Productivity, and Service Levels.

Manage customer escalations and ensure timely and effective resolution.

Identify recurring customer issues and conduct RCA (Root Cause Analysis) to improve processes.

Prepare and review daily/weekly/monthly MIS and operational dashboards.

Analyze trends, identify performance gaps, and implement corrective and preventive actions.

Drive continuous improvement initiatives to improve customer experience, productivity, and operational efficiency.

Manage workforce performance, including attendance, shrinkage, productivity, utilization, and attrition.

Conduct regular performance reviews and coach Team Leaders to achieve business targets.

Work in a fast-paced environment and effectively manage high-volume customer interactions.

Required Skills & Experience

5 to 8 years of experience in Operations/BPO/Contact Center/Customer Experience.

At least 23 years of experience managing teams in an Operations Manager/Assistant Operations Manager role.

Experience handling both Voice and Non-Voice processes.

Experience in e-commerce, fintech, digital platforms customer support is highly preferred.

Strong knowledge of KPI, SLA, TAT, CSAT, AHT, FCR, Quality, and Productivity management.

Strong analytical and problem-solving skills.

Excellent communication and stakeholder-management skills.

Good knowledge of MS Excel, MIS, reporting, and dashboards.

Experience in handling high-volume customer operations and escalations.

Ability to work in rotational shifts.

Preferred Candidate Profile

Candidates from E-commerce, Fintech, BPO, Contact Center, Food Delivery, Quick Commerce, Marketplace, or Digital Consumer Platforms would be preferred.