Position: Operations Manager International Process
Location: Mumbai
Shift: 24x7 Rotational (including night shifts)
Work Schedule: 5 days/week with 2 rotational week-offs
Role Summary
We are seeking an experienced Operations Manager to lead and optimize international process operations. The ideal candidate will demonstrate strong leadership, a customer-centric approach, and proven expertise in managing large teams within a high-performance BPO/Contact Center environment.
Key Responsibilities
- Leadership & Team Management: Direct and mentor Team Leaders and agents to achieve operational objectives and maintain service excellence.
- Performance Oversight: Monitor and optimize KPIs including AHT, shrinkage, attrition, CSAT, SLAs, and overall productivity.
- Customer Experience: Drive superior customer satisfaction through effective service delivery and timely issue resolution.
- Operational Efficiency: Implement strategies to reduce attrition and shrinkage while enhancing employee engagement and retention.
- Compliance & Governance: Ensure adherence to organizational policies, regulatory standards, and quality benchmarks.
- Cross-Functional Collaboration: Partner with Workforce Management, Quality, and Training teams to streamline processes and improve outcomes.
- Domain Expertise: Utilize experience in Banking, Cards, and Dispute Management to handle complex customer scenarios effectively.
Qualifications & Skills
- Minimum 8 to14+ years in BPO/Contact Center operations, with at least 5-7 years in a managerial capacity.
- Strong understanding of Banking, Cards, and Dispute Management processes.
- Exceptional verbal and written communication skills.
- Proven ability to manage large teams and deliver results in a 24x7 operational environment.
- Strong analytical and problem-solving abilities with a focus on operational excellence.
