About Thoratech Innovations
Thoratech Innovations is a young, fast-growing company building customer operations capability for enterprise clients. We are setting up a dedicated Central Command Centre in Pune to run customer operations for a leading client in the engineering and manufacturing sector. This is a ground-floor opportunity to join our founding operations team.
About the Role
As our Operations Leader, you will run the day-to-day of our call centre operations. You will lead a team of customer support executives, own quality and escalations, coordinate directly with our enterprise client, and make sure the operation delivers every single day. This is a founding leadership role - you will shape how the operation is built.
Key Responsibilities
- Lead and supervise a team of call centre executives (inbound and outbound)
- Own day-to-day operations - queue management, productivity, and adherence
- Act as the primary point of contact for the client and run daily review calls
- Manage escalations - resolve what you can, escalate what you cannot, keep everyone informed
- Oversee lead routing, dealer coordination, and customer verification
- Own daily MIS reporting - accuracy and timely delivery
- Drive quality alongside the QA cum Trainer
- Coach the team, manage performance, and keep morale high
- Ensure CRM discipline and process adherence across the team
What We Are Looking For
- 3+ years in call centre or BPO operations, with at least 1-2 years in a team lead or supervisory role
- Proven ability to manage a team and hit operational targets
- Strong client-facing communication - you will be the face of the operation
- Fluency in Hindi and English; Marathi is an advantage
- Hands-on with CRM tools, Dialers and MIS reporting
- Calm under pressure, organised, and a natural problem-solver
- Comfortable building from scratch - this is a new operation
Shift & Location
- Location: Balewadi, Pune (on-site)
- Working days: Monday to Saturday
- Shift: 10 AM to 7 PM
- Immediate joining preferred
What We Offer
- Competitive compensation
- A founding leadership role in a fast-growing company
- Direct ownership of a marquee enterprise engagement
- Room to grow as the company scales
How to Apply
- Apply through LinkedIn, or send your CV to [Confidential Information] with Operations Leader in the subject line.
